Context and Challenge
HFN operates across multiple physical stores and e-commerce platforms, handling thousands of customer orders. Over time, their claim management process became inefficient, leading to several operational challenges:
- Manual claim tracking: Managers had to process claims across multiple disconnected systems, increasing resolution time.
- High risk of errors: Without automation, claim details were often misplaced, duplicated, or incomplete.
- Delayed order processing: When a claim was submitted, managers had to manually locate the order in the admin system, causing delays.
- Limited customer visibility: Customers lacked a clear way to track claim statuses, leading to frustration and increased support requests.
Client’s Objectives
HFN needed a centralized claims management system to streamline order-related processes and improve operational efficiency. The primary objectives of the project were to:
- Centralized claims management: Create a single system to handle customer claims across all sales channels, ensuring consistent tracking and processing.
- Integrate with key business systems: Connect the claims system with warehouses, delivery services, and accounting platforms for seamless data synchronization.
- Reduce human errors: Automate claim handling to minimize manual data entry mistakes and improve accuracy in order-related processes.
- Ensure GDPR compliance: Implement secure data management practices to protect customer information and meet regulatory requirements.
How We Approached the Project
To address HFN’s challenges, our team designed a scalable, automated, and user-friendly claims management system.
Our approach to the project included:
- Discovery. Our team analyzed existing workflows, interviewed key stakeholders, and identified inefficiencies in the current claims process.
- Planning. The planning phase focused on defining the project scope, selecting the right technologies, and outlining a structured roadmap for implementation.
- Development. During development, we built an intuitive web-based claims management platform, allowing customers to submit claims with images and descriptions and enabling managers to review, process, and track claims efficiently.
- System integrations. We integrated the system with HFN’s admin systems and e-commerce platforms, ensuring that order data, claim statuses, and actions taken by managers remained synchronized.
- Testing. Rigorous testing was conducted to verify system functionality, data accuracy, and security compliance.
- Deployment and support. After deployment, we provided ongoing support and maintenance, ensuring continuous improvements and feature enhancements.
Solution Overview
Our custom claims management system includes the following features:
- Automated claim submission
After customers submit a claim, it is automatically displayed in the system for managers to start handling it. - Centralized claim dashboard
Managers can access all claims in one system, reducing processing time and preventing data fragmentation. - Order-freezing feature
If a claim is linked to an order, managers can temporarily freeze order processing until the issue is resolved. - Seamless integrations
- Comments & file uploads
- Action logging & reporting
Detailed Execution Timeline
The project was planned out in structured phases to ensure a smooth execution:
- Discovery & requirements gathering – 40 hours
- System architecture & planning – 40 hours
- Core development (claim submission, order freezing, tracking system) – 280 hours
- Integration with admin systems & e-commerce platforms – 200 hours
- Testing & quality assurance – 60 hours
- Deployment & support – ongoing
Results and Impact
Qualitative results:
- Enhanced efficiency: Managers now have a centralized and automated system for claim handling.
- Better customer experience: Customers can track claims in real time, reducing frustration and increasing transparency.
- Seamless data synchronization: The integration with admin system and e-commerce systems ensures claim and order data are always up to date.
- Scalability & flexibility: The system can handle high claim volumes and be expanded with new features in the future.
Key Takeaways and Lessons Learned
Success factors:
- Strategic planning & clear scope: A well-defined project scope and structured execution ensured smooth implementation without disruptions.
- User-centric design: The system was built with an intuitive interface, making it easy for managers to process claims efficiently without extensive training.
- Robust integrations: The seamless connection between the claims system, admin system, and e-commerce platforms allowed for real-time data updates and streamlined workflows.
- Automation-driven approach: By reducing manual tasks and automating claim processing, the system significantly improved operational speed and accuracy.
- Scalability & long-term vision: The architecture was designed to handle future growth, ensuring HFN can expand features and manage increasing claim volumes without performance issues.
Challenges overcome:
- Legacy system transition: Moving from manual claim tracking to a fully automated system required careful data migration.
- Real-time data synchronization: Ensuring that claims, order statuses, and admin system records stay in sync was a technical challenge that our experts effectively solved.
- User adoption & training: We provided training and documentation to help HFN’s managers adapt to the new system quickly.
As a result of the project implementation, the client got a custom claim management solution that is fully integrated into their infrastructure and streamlines the entire claims process.
The solution automates key workflows, reduces manual effort, and improves processing speed. With real-time data synchronization and enhanced reporting capabilities, the client can now manage claims quicklier, ensure compliance, and provide a better experience for their customers.
