Don’t Be Offended by the “Why” During Claims System Configuration

Boyd Fittes, VP Product Management


As you face a claims system modernization or replacement at your company, what can you do to make the project go more smoothly? One of the most critical parts of the implementation process includes configuring the claims management system to reflect how you do business. The challenge lies in the fact that many companies have operated for years with multiple systems, manual processes, and with few people (or no one) who understand the details of the entire process. Implementation requires understanding every hand-off of information, who needs that information, and for what purpose. Without understanding why a process is done a particular way, it’s like doing a giant jigsaw puzzle without a picture to know what the end result should look like. So StoneRiver project managers reinforce the idea “not to be offended by the ‘why’.” By that, I meant that we are going to be asking them why a lot. Why did they do things the way they did? In some cases, we configured the system to follow the existing path, but in many cases, the processes turned out to be redundant or not needed any longer. It is an ongoing lesson that too often we continue to do things a certain way long after the usefulness of a process has passed. We always appreciate those clients who track down answers to persistent questions of “why.” Their dedication to finding the answers go a long way to determining successful projects.

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