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Unlocking success in intelligent intake: Strategies, opportunities, and metrics

October 2, 2023 | Insurance Claims, Insurance Underwriting, Intelligent Intake

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In today’s rapidly evolving business landscape, intelligent automation has become a cornerstone of efficiency and competitiveness. In a recent episode of “Unstructured Unlocked,” Thomas Mandel, a transformation manager at Cushman and Wakefield, joined hosts Chris Wells and Michelle Gouveia to explore the intricacies of intelligent intake and its role in modern organizations.

Listen to the full podcast here: Unstructured Unlocked episode 29 with Thomas Mandel, Transformation Manager at Cushman & Wakefield

Strategic automation implementation


Our hosts discussed with Mandel in depth on how the path to successful automation implementation is not always straightforward. Organizations must strategically determine when to apply automation to their business processes. This decision involves assessing whether technology solutions, such as Robotic Process Automation (RPA) or automated document abstraction, are the right fit for specific problems or if traditional process transformation might be more suitable.


Navigating opportunities for intelligent automation


To identify automation opportunities, Mandel and his team at Cushman and Wakefield employ a collaborative approach. This method encompasses proactive outreach to business units to showcase automation capabilities and encourages business units to approach the automation team with potential use cases. Sometimes, in-depth discovery sessions are required to uncover pain points and inefficiencies that automation can address.

Related content: Transforming underwriting: Challenges, opportunities, and the AI advantage

Measuring success in automation projects


A critical aspect of successful automation projects discussed in this episode was how to measure success effectively. Metrics, Key Performance Indicators (KPIs), and project scoping play a pivotal role in this endeavor. Mandel highlighted that customization is key, tailoring scope and KPIs for each business unit to align with their specific needs.

The conversation emphasized viewing automation as a journey rather than an all-or-nothing endeavor. Starting with automating a portion of a process and gradually building on it allows organizations to realize incremental value early on. This approach recognizes that successful automation is about continuous improvement.

A part of measuring success, according to Mandel, was facilitating good change management in automation projects. One must align stakeholders, showcase successes, manage scope, and understand the holistic view of processes as you walk the delicate balance between technological advancements and human adaptability.

Related content: How to eliminate manual processes in insurance claims and underwriting

Balance between innovation and tradition


This episode of Unstructured Unlocked offers a wealth of knowledge and practical advice for organizations seeking to harness the power of automation while navigating the intricacies of change management. As technology continues to shape the future of business, understanding how to strike the right balance between innovation and traditional processes is key to success.

Find the transcript of our conversation here.

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