Smooth Sailing Enterprise Process Automation: Navigating Operational Efficiency

In today’s rapidly evolving business landscape, organizations across industries face the challenge of integrating legacy systems with modern digital solutions. 

At FlowFest ’24, we highlighted the transformative potential of business orchestration and automation technologies (BOAT) for holistic business process optimization. BOAT emphasizes the convergence of business process automation (BPA), robotic process automation (RPA), integration platforms as a service (iPaaS), and low-code application development platforms (LCAP). While the industry is abuzz with discussions around BOAT, it’s not just hype, but a reflection of the growing market demand for cohesive, end-to-end automation solutions. 

At the forefront of innovative automation, it’s not only about connecting isolated tools and systems. Process creation speed, integration depth, and empowering businesses to adapt swiftly to change now and in the future are even more important focuses. Flowable brings these elements together, enabling orchestration that drives agility and delivers efficiency beyond refining isolated automation efforts. 

I humbly invite you to embark with me on a cruise across the wide oceans of automation aboard MS Flowable. While an insurance provider serves as our illustrative port of call, the Flowable Platform is adaptable across diverse industries, making it the versatile choice for automation and orchestration, no matter the vertical. 

The digital transformation journey of an insurance provider 

Our insurance provider has a long history of investment in digitalization. Handling claims manually lies way behind, before its point of departure. Software systems that handle customer data and policy management are integral to operations, and specialized tools for claims processing are also in place. However, a mix of legacy applications anchored in the past and newer digital tools means inefficiencies and silos are restricting fuel economy and coherent system optimization. While replacing core systems isn’t always feasible or necessary, integrating them into a unified platform can unlock significant potential. 

On closer inspection the company’s policy management system, being written in a time when REST only held connotations with leisure time, is functional but lacks integration capabilities with desirable modern software. Similarly, workflows for claims processing still require multiple manual inputs, often resulting in unnecessary delays. A unified solution that connects existing tools and streamlines processes is crucial. 

Flowable’s platform provides just that, enabling our insurer to bridge the gaps between its systems while optimizing its processes without disrupting its core infrastructure. Let’s have a closer look at how.  

Revitalizing legacy systems with robotic process automation 

Legacy systems often hold critical data and functionality but lack the flexibility of modern platforms. Flowable’s robotic process automation (RPA) capabilities enable the insurance company to maintain these existing systems while integrating them into broader more capable workflows. 

For instance, claims data stored in a legacy system can be retrieved and processed automatically using RPA bots. When a customer files a claim, an RPA bot can extract the necessary information, trigger the evaluation process, and update relevant records — all without manual intervention. Since RPA bots emulate what a human would do, no deep integration points are needed. This not only saves time but also ensures improved accuracy and consistency. 

By leveraging RPA, the company keeps its legacy systems afloat and vital to its operations, avoiding the cost and disruption of a complete overhaul. 

Improving dynamic processes with case management framework integration 

Insurance processes, particularly claims and underwriting, are often dynamic and require flexible management. Flowable’s case management model and notation (CMMN) language framework integration is ideal for handling these scenarios, allowing the company to sail through the choppy waters of unstructured and evolving workflows alongside traditional business process model and notation (BPMN) processes. For example, a claim handling case might involve: 

• Gathering necessary documentation from a customer. 

• Assigning tasks to an adjuster for evaluation. 

• Managing communication with external parties, such as repair services or healthcare providers. 

• Closing the case once the claim is resolved. 

By visualizing these processes with CMMN, the company gains clearer insights and oversight into every case's status and dependencies. The improved level of control enhances efficiency and transparency, ensuring more timely resolution and better customer satisfaction. 

Integrating thoroughly with existing systems for holistic process optimization 

Our insurance company’s operations rely on a variety of systems, from customer relationship management (CRM) tools like Salesforce to document repositories like SharePoint. Flowable’s extensive library of connectors ensures these systems can sail in unison, perfectly aligned with the business’s high-level goals. 

When a customer submits a claim via the CRM, Flowable can automatically retrieve their policy details, initiate the claims workflow, and update the document repository with the necessary forms and reports. If the company uses proprietary tools or niche software, Flowable supports custom connectors, ensuring that all systems, no matter how unique, are part of the ecosystem: providing the necessary integration depth for end-to-end process optimization. 

This eliminates silos, enhances data accuracy, and creates a connected environment where processes can flow seamlessly from one system to another. 

Democratizing business process development and boosting visibility across teams 

Flowable features a number of low-code application platform (LCAP) features. For many organizations, this can be a game-changer in application creation. By providing intuitive visual development interfaces, LCAP empowers a broader range of team members — from business analysts to subject matter experts — to chart their own course in building and modifying applications without deep coding expertise. 

LCAP ability transforms the traditional development landscape. Citizen developers gain the means to create complex workflows, design forms, and build applications using drag-and-drop interfaces and pre-built components. 

For developers, LCAP acts as a powerful toolkit that accelerates development cycles. Instead of getting bogged down in standard implementation details, they can concentrate on solving complex business problems, designing sophisticated integrations, and creating unique value-added features with increased speed. The platform provides a solid foundation that developers can extend and customize, ensuring they're not reinventing the wheel for every project. 

By reducing reliance on scarce and expensive developer resources, LCAP democratizes technology creation. Business units can quickly prototype and deploy solutions, dramatically reducing time-to-market and enabling more responsive, agile organizational capabilities. And extending process visibility across departments and teams unlocks unified optimization efforts. 

Enhancing business process automation and decision making with AI 

Artificial intelligence (AI) adds an extra layer of collaboration to the company’s workflows and case management. By analyzing data patterns, predicting outcomes, and providing actionable insights, AI acts as a high-tech compass to guide strategic decision-making. In this instance for example, AI can support: 

• Fraud detection: By analyzing claims data, AI can identify anomalies that indicate potential fraud, and flag cases for further review. 

• Risk assessment: By evaluating policy applications, AI models can consider factors like applicant history and industry trends, to provide actionable recommendations. 

• Customer sentiment analysis: By analyzing customer communication, AI can interpret emotional signals, for example to help proactively address dissatisfaction and enhance service quality.  

Within a claims process, AI can predict potential delays based on historical data, enabling proactive measures. It can also recommend the most efficient resolution paths for complex cases, saving time and resources while improving customer outcomes. 

The integration of AI into workflows with Flowable is not just about faster automation, but rather about enhancing business value through smarter, data-driven decision-making. At the same time, the separately licensed Flowable AI Studio can accelerate digital transformation at various stages of business process optimization. It can be used for instantly generating process models, forms, and application skeletons with natural language prompting to get businesses up and running at unprecedented speed. Or for integrating controlled AI service calls to generative AI services and including these within end-to-end processes.  

Embracing the future of operational excellence 

The future of automation lies in orchestrating business processes holistically, a principle that Flowable is built upon. With BOAT as a guiding framework, organizations are shifting from disjointed automation tools to integrated platforms that deliver real operational business value. 

Flowable doesn’t just help companies navigate the complexities of automation — it positions them to thrive with agility. By focusing on deep integration, meaningful process orchestration, and AI-integrated technology, Flowable transforms operational inefficiencies into opportunities for growth, ensuring businesses remain ready for the challenges of tomorrow.