MAPFRE, visibility and scalability for operational excellence

Babel Procesos MAPFRE. Image of a red bridge crossing a river

ARIS BUSINESS SERVER
MY WEBMETHODS SERVER
WEBMETHODS BUSINESS PROCESS MANAGEMENT SUITE (BPMS)
WEBMETHODS COMPOSITE APPLICATION FRAMEWORK
WEBMETHODS INTEGRATION SERVER
BPM

Increase productivity

of systems in a transparent manner and avoid duplicate work

End-to-end visibility

to identify bottlenecks

Improve the system's response times

MAPFRE has become the leader in the insurance industry in Spain, and is rapidly expanding in the international market. This rapid growth poses some organisational challenges as the company seeks to coordinate operations around the world. MAPFRE decided that BPM was the solution that would provide the scalability and efficiency needed to get ahead in the global market, so it made the decision to use webMethods as its corporate BPMS.

THE CHALLENGE

Operational improvement

One of the most important challenges facing MAPFRE was the improvement of its operational management system.

MAPFRE's operational management system, known internally as the Operational Management System (OMS), is one of the main applications used by the company's commercial employees in Spain. The system has been enhanced with BPMS webMethods to give it the scalability and added functionality the business requires. The latest edition, SGOv2, has integrated more than 10,000 users in 5,000 different locations. From which more than 250,000 process instances are initiated each month, and close to 8,000,000 tasks are managed each year.

The OMS is an operational tool used to send and scale requests to technical areas or central services for certain cases when brokers, agents or sales managers require special authorisation. This may include issuing policies, endorsements, policy cancellations, receipt management, or requesting quotes for prices on specific products.

WHAT AND HOW WE DID IT

Definition of a BPM framework

We collaborated in systems architecture design to support business needs, providing it with the scalability, high availability and isolation required by an infrastructure of this size.

We also worked on defining a BPM framework to facilitate the incorporation of new business solutions into the corporate BPMS platform, including the defining of a corporate task tray that enables users to see which applications remain pending, who made them, when they were made, and what their current status is. This is a significant improvement over the old email-based process, which was slow and not transparent. It is now possible to track each request and see who is working on it and how long it takes to process it. The new system makes it easy to search for any bottlenecks that may exist, and determine whether the process itself needs to be improved, or whether any staff reassignment is needed.

Babel Processes Mapfre. Scheme that defines the benefits of having end-to-end visibility. Helps to identify bottlenecks, improves response time. Take to +10,000 and +5000 locations with a bridge in the background

01

Improving the functionality and performance of operational management systems
02

Increasing scalability to support business operations
03

Integrating organisational systems and processes
04

Reducing the time-to-market of new business solutions
05

Improving business-to-technology collaboration
06

Defining a framework that includes:

Dynamic generation of user menus, management of user functions and capabilities, corporate task inbox, specific filters for process tasks, access to applications, user interfaces and human tasks, operational monitoring both individually and as a whole.