Based in Atlanta, Georgia, Crawford & Company is the world's largest independent provider of claims management solutions to insurance companies and self-insured entities, with a global network of more than 700 offices in 63 countries. Major service lines include property and casualty claims management, integrated claims and medical management for workers' compensation, legal settlement administration, including class action and warranty inspections, and risk management information services.
Business Problem
Crawford & Company initially selected Appian to re-vamp its repairNet service in the U.K., which manages repair claims from start to finish, including repair contractor selection, case management, claims processing and reporting, and accounting and invoicing. Crawford's previous systems lacked the efficiency and effective communication levels required to maintain the high standards of customer service and satisfaction Crawford has held for over 60 years.
Appian BPM Solution
For repairNet, Appian enabled a series of operational and financial process improvements, assisting in the interactions between all contractors, insured parties, and Crawford UK. With Appian, Crawford gained the process visibility and control needed to guarantee that the right contractor is assigned, that the repair workflow proceeds smoothly, that service quality meets the high Crawford standards, and that proper internal and customer reporting occurs at every stage.
Based on the success of the repairNet project, Crawford leadership decided to acquire Appian for global deployment across a host of process areas. According to Brian Flynn, Crawford’s global Chief Information Officer, “The Appian BPM Suite, with its mobile and social capabilities, is truly an enabler that will change the way we work with our business partners and ultimately how we service our clients.”
