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Allianz Global Assistance grows business capability and boosts KPIs

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UXC Oxygen gave Allianz Global Assistance end-to-end case management capability with an implementation of SAP Business One, to improve delivery of mobility and functional support services for Australian veteran community.

For over 15 years, Allianz Global Assistance has been helping veterans maintain independence at home through the supply of product, equipment and home modifications. Allianz Global Assistance receives orders from health professionals in the field, and allocates purchase orders to their network of suppliers to ensure building modification work is carried out and any necessary equipment is purchased and delivered to veterans.
Allianz Global Assistance national network manager, home and health, Vicky O’Callaghan says, as the business continue to grow it quickly became apparent the service’s legacy business management solution was not fit for the expanding business.
“With each engagement there are certain requirements that need to be enforced, such as limits by number and dollar value for the supply of certain products. As our business increased, our legacy system couldn’t cater for those unique conditions without a significant amount of manual intervention – and that required a lot of extra administrative resource,” O’Callaghan says.

Business challenge

  • No flexibility to manipulate product data
  • Lack of communication with health professionals
  • No visibility for suppliers or health professionals to track orders
  • High degree of manual intervention, increasing risk of errors

After conducting a request for proposal exercise, Allianz Global Assistance asked UXC Oxygen to implement SAP Business One. O’Callaghan says UXC Oxygen’s presentation was easy to understand and the benefits to using the SAP software were immediately apparent.

“Our team wanted complete control of the case management lifecycle for each order and the ability to meet the client key performance indicators for delivery and install,” says O’Callaghan.

UXC Oxygen solution

  • Implement SAP Business One to centrlaise and speed up processing, negating need to move between different systems
  • Automated approval checking for orders to ensure eligibility, reducing errors and rejection rate
  • Supplier invoicing received in real time, enabling faster processing with minimal changes
  • Improved and standardised communication to health professionals

After a successful implementation, Allianz Global Assistance went live with the system in July 2014 and O’Callaghan says the benefits of a single integrated system are now being realised.

“We have a centralised system giving us faster order processing witout the need to move between various systems. This is saving us significant time and freeing up staff to do higher value tasks,” says O’Callaghan.

Since Allianz Global Assistance went live with the SAP software, it has increased the number of orders it processes by 50 per cent, without the need to take on any extra full-time staff.

Another key benefit is the automated notifications the system generates, ensuring Allianz Global Assistance communicates information to its health professionals in a timely and efficient manner.

Follow-up emails to suppliers confirming order acceptance and delivery dates ensure suppliers know the importance it places on meeting its KPIs.

“It has improved and standardised our communication to health professionals. It is helping promote a positive customer service expeirence and it has been extremely well received,” O’Callaghan says.

Return on investment

  • 50 per cent order increase since SAP installed with no increase in FTE
  • Improved reporting and finance capability saves significant amount of preparation time
  • Platform can be tailored to meet any new business lines

This case study was prepared by UXC Oxygen.
Image credit: Allianz Global Assist

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