Pethealth Automates Claims Processing to Enhance Customer Engagement using BPM

BP Logix, provider of BPM solutions for rapid workflow app development, has announced that Pethealth, the leading provider of management software to North American animal welfare organizations, selected Process Director to automate its claims processing system. Anticipating efficiencies that embrace both labor and cost savings, the company, which receives and processes 7,000 claims per week, expects a reduction in process time of 150%. The benefits of the new system comprise both hard costs, predominantly labor and printing, as well as soft costs which include enhanced customer service and faster processing of invoices and adjustments.

Founded in 1998, Pethealth, a Fairfax company, is also a leading provider of RFID Microchips and Lost Pet Recovery services to the North American companion animal industry. The company offers a unique range of products and services for shelters, veterinarians and pet owners. In 2005, Pethealth introduced PetPoint®, its cloud-based shelter management application, to increase operational efficiency, manage workflow, and reduce costs. In 2009, Pethealth launched Petango® the first online adoptable pet search tool exclusively featuring a live feed of adoptable shelter pets. In 2010, Pethealth launched the PetPoint Report, the first and only national report using aggregate data on pet adoptions and relinquishment affecting animal welfare. Since then, Pethealth’s position as the largest aggregator of shelter data has made it the most trusted source within Wall Street for this information.

Stuart Janzen has been involved in process mapping and solution design for 18 years and is responsible for developing a full range of enterprise solutions for Pethealth. Most recently Janzen created a customer self-serve portal and integrated back office solutions that tie together best-of-breed solutions to enable the company to more efficiently handle and process customer claims.

Recognizing that Pethealth could become more effective and efficient as a result of automating its claims processing, Janzen moved forward. He identified the need for a BPM solution that would include a forms front end and an interface easily used and understood by customers. Janzen also wanted a system that would provide information necessary for an audit, and ensure interoperability with other internal systems. His evaluation led him to select Process Director. “Tracking data and being efficient are very important to Pethealth. We wanted to provide a better customer experience while reducing both processing time as well as the delays that sometimes arise in processing. For problem solving and creating efficiencies, there is nothing that compares to BPM,” Janzen observed.

“We are excited about the vision that companies like Pethealth offer to their customers,” stated Jay O’Brien BP Logix CEO. “With Process Director as the backbone to its claims processing system, we are removing the likelihood of delays due to human error while also creating the efficiencies that customers have come to expect,” he concluded.