TwinTrack Analytics Qorus Innovation in Insurance Awards 2024

The Digital Mirror Project, developed in 2023, embarked on a vision to digitize and make trackable the repetitive and labor-intensive processes carried out manually or semi-manually in the Agencyand Underwriting (UW) teams' operations. The goal was to increase operational efficiency and enhance manageability by digitizing and making visible processes, thus optimizing time usage and accelerating processes through maximum automation and digitization of processes, user-friendly request management systems, and policy entry screen designs.

Through Digital Mirror, the aim was to provide business units with the ability to digitally manage and improve processes by making end-to-end process cycles and KPIs visible with numbers, thereby enabling forecasting, obtaining better insights, and strengthening decision-making mechanisms. By data-driven identification of problematic points and bottlenecks and predicting the outcomes of potential actions while improving processes, performance management and pre-emptive actions regarding unexpected issues were facilitated.

Within the project scope, digitalization was achieved through RPA processes, and dashboards were created via Power BI to make request details visible and reportable. Process Mining tools were utilized to identify pain points in processes and track end-to-end request management flows for specific processes. Workshops were conducted to address automation or product revision needs for workflows extending across agencies, products, and user bases.

Operational efficiency was achieved by automatically adding manually generated reports to requests using RPA technology. Digital Twins technology was employed to obtain more detailed and better forecasts, execute proactive actions, and make better decisions with data. Additionally, Digital Mirror enables data-driven management of business decisions, strengthens decision-making processes, and provides opportunities for developing future-oriented strategies and managing operations more proactively.

In conclusion, Digital Mirror, by providing business units with a management console to digitally manage and improve processes, not only enhances the company's overall performance and agency satisfaction but also provides a competitive advantage.