The Problem
As a socially conscious commercial insurance provider, The Redwoods Group works exclusively with youth-serving community organizations. To provide their partners with the utmost care, they needed a new system for collecting incident reports. Initially, The Redwoods Group used a basic form collector designed for simple survey answers. Processing tens to hundreds of thousands of reports per year was a tall enough order. However, due to the team’s focus on youth programs, reporters were also based in unusual locales. From poolside to wilderness summer camps, The Redwoods Group needed a way to gather crucial incident information on-the-go—and get it into a claims adjusters’ hands swiftly and accurately.
The Solution
ProcessMaker worked alongside The Redwoods Group to turn their basic online form into a full-fledged automated workflow. Together, they replicated the front-end experience to not disrupt current users, but completely overhauled the back-end to better address the needs of The Redwoods Group operations.
Using the new system, The Redwoods Group could authenticate reporters (which changed seasonally) and collect more than text-based inputs— reporters could easily attach supporting media like video, photos, and PDFs, too.
Under the hood, forms were automatically distributed to the appropriate managers and claims adjusters for instant review. Backed by powerful forms that could validate information during the submission process, The Redwoods Group ensured incoming reports were accurate the first time. Representatives could make prompt decisions without prolonged back-and-forth with incident reporters.
The Value Created
Fully automated workflows: Reports were automatically routed to the right personnel, complete with attachments and supporting materials. With the new system in place, claims adjusters always had the necessary information within arm’s reach.
Cut multiple steps down to one: More intuitive forms made it easy for reporters to submit information correctly the first time. The ability to embed media files directly within reports enhanced overall efficiency by eliminating redundant follow-up steps.
Faster approval times: The Redwoods Group noted a significant reduction in processing times, as well as a marked improvement in data quality.
An intuitive form that incident reporters could access from anywhere: Whether an incident occurred in a big city or remote location, the submission form was intuitive across all screens.
HIPAA-compliant: Sensitive and personal information is handled with utmost care per HIPAA and NPI (Non-Public Information) standards.
Better search and archival features: The Redwoods Group goes beyond providing insurance—they also use data to help create safer communities. A more robust archiving system helps the team identify trends and opportunities for social change.
For The Redwoods Group, their partnership with ProcessMaker wasn’t just about refining a process; it was a strategic move. Not only did they enhance their internal workflows, but set a new industry benchmark.
