The Problem
Forte Underwriters is an independent underwriting agency that specializes in providing insurance and reinsurance solutions, primarily focusing on the Latin American and Caribbean markets. They offer coverage across a wide range of risks related to natural elements such as wind, water, fire, and earth. Forte Underwriters has a specialized approach for risks like marine cargo, commercial hull insurance for various types of vessels, and coverage for specific risks in industries like construction, oil, and fine arts. For insurance brokers and underwriters like Forte that work with complex products such as marine hull and cargo insurance, understanding how employees carry out their tasks is challenging. Underwriters and Brokers tend to require specialized knowledge to perform their work. While some risks pass easily through the system, others face delays, which could lead to losing business to competitors. To improve the underwriting process, Forte implemented ProcessMaker as their BPA solution. This choice was ideal for modeling Forte´s complex and customized workflows involving end customers, underwriters, insurance companies, and reinsurance companies across the globe. Even though ProcessMaker manages the end-to-end process, there still remains several areas where processes are executed inconsistently, requiring multiple reviews of certain risks and the use of external tools like Excel, email, ERP, and GenAI. Forte’s CEO, John Wigg, recognized the value in gaining a complete view of the underwriting process. He wanted to be able to visualize all process variations and track where employees switch between different tools to complete tasks. To achieve this full digital overview, Mr. Wigg implemented ProcessMaker´s Process Intelligence to map the entire process and pinpoint KPIs for the work being done and when and why they differ and create inconsistencies across the processes, see all the process variations, and identify where his employees were jumping from one tool to another to get work done. To get this full digital picture of his business, Mr. Wigg chose ProcessMaker Process Intelligence to discover the process and identify all of the key KPIs for the work being done.
The Solution
One of the unique features of ProcessMaker Process Analysis is its ability to provide a digital landscape and identify 100% of all solutions being used and their overall proportionality in the business. ProcessMaker found that Forte was using 18 business applications and revealed that half of these applications are used less than 1% of the time, potentially indicating that some systems are not needed and that application license costs could potentially be reduced. Additionally, the Process Intelligence Digital Landscape feature clearly showed discrepancies in work hours among team members suggesting how productivity could possibly be increased by reducing repetitive tasks like manual data entry and email management. If these repetitive tasks could be eliminated, ProcessMaker’s solution showed that Forte could achieve substantial time savings. Forte also saw the need to integrate its ERP (Pivot Point) into daily workflows to further streamline processes and enhance overall efficiency. To evaluate the effectiveness, Forte will focus on the following KPIs:
