Presented by Johannes Eltgen Visana is one of the leading insurance companies in Switzerland with a focus on health insurance, being known as a market leader when it comes to customer satisfaction and quality. As the health insurance market is regulated and product innovation kind of complicated, we have set a focus on re-thinking and optimizing our processes in the last few months, surfing on the wave of digitalization. With Camunda as our preferred supplier we have established Camunda BPM as a core system - handling our most important core processes – and Camunda Optimize to further understand and improve them. All that talking about a few couple of months. We want to share our exciting story about routing millions of documents, matching employee skills to existing tasks and other interesting insights. Our journey has started with a proof of concept, implementing BPM in an iterative setup and finally leading to a different way how we think, see and handle our internal processes and organization.

1. Ramping up: Camunda BPM and Optimize
CamundaCon 2018
Johannes Eltgen, Head of IT Management

2. CamundaCon 2018/ 20.09.2018/ Johannes Eltgen
Visana: Facts & Figures
827‘000 ClientsService Leader
Health + Accident
Major Insurer in CH
Since 1996
3.3 Bn CHF Premium
1300 Employees
100 Field Offices

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Why digitalization?

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Leistungserbringung
LP
Finanzen Informatik Human Resources Services
Benutzerunterstützung
in komplexen Abläufen
Verkauf
BPM +
Ersatz
CRM
PoC
BPM MIS
«Verwaltungs- und Kontrollinstanz» (Prozess-Orchestrierung)
Prozessautomatisierung
BAM (Tracking & Steuerung)
Prozess-Repository & -Portal
«Früh-Scanning»
(Domino)
CRM Kernsystem
DoDo better

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Why digitalization?
 Ability to follow fast
 Increase quality and efficiency
 Business Activity Monitoring // Transparency

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Overview: Document routing yesterday vs today
Post AVOR Specialist
CS
CAM DOCS
YesterdayToday
CS

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How did we start?

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Initial setup
 Strategic program
 Crossfunctional team
 Scrum… but
 Multi-vendor setup
 Limited scope and complexity

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Where did it go?

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Ramping up
Complexity
Benefit
Time
ERFA
ABRV
PEUV
PEHK
PETG
Optimize

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Where are we today?

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8’351’011’320

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8’351’011’320 EDE*
291’212’940 FNI**
16’000 Docs***
* [Executed Decision Elements] per year
** [Flow Node Instances] per year
*** [Documents] per day

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Setup as of today
 Two teams, 16 people
 Competence focus
 Project selection criteria: ROI

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How does it look like?

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Tasklist

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Business Activity Monitoring

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Optimize

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Optimize

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What are our success factors?

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Success factors
 Scrum
 Motivated people, fulltime, co-located
 Camunda BPM
 Start small, grow smart
 Management support

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What impact on our organization?

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Impacts on Visana
 Think end to end instead of silos
 Functional instead of technical
 Predictability
 Organizational adjustments

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Not because of Camunda…
… but with Camunda!

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Thank you

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What about risks?

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Risks
 Core system
 Maintenance in a project setup
 Workplace design