The hires meet planned growth targets for the year, despite COVID-19 interruptions and challenges to mid-year on-boarding.

Expanded teams will help meet increasing demand from new and existing Financial Services clients.

Redspire, a Microsoft Gold Partner announced 18 new hires today, to support continued growth within their Financial Services business units.

The Glasgow and London based firm, led by CEO and founder Billy Lyle has secured a number of significant new client wins in Banking, Insurance and Capital Markets groups this year.

Today’s announcement comes on the tail of their year-end results which highlight 39% turnover growth on previous year.

The firm commented that strategic, on-going transformation continues to be a prime focus for their FSI clients, despite the very real challenges faced by the sector due to coronavirus.

Since March, the firm have also led a number of tactical projects to support business continuity throughout the pandemic. These include a partnership with Beazley, the specialist Insurer, to help Brokers and Underwriters stay connected when lockdown closed the Lloyd’s of London trading floor.

CEO Billy Lyle said: “It’s been a rollercoaster of a year for all businesses in the UK but our clients in Financial Services have shown real resilience. We’re very fortunate to be working through these challenges with them, making best use of the tech available and to be able to grow the team and offer employment opportunities during the pandemic, when many people are looking for work.”

He continues: “Right now, years worth of transformation is happening with every month that passes. The demand for strategic, continuous transformation is greater than ever, in addition to the at-pace projects that are helping the sector meet new and evolving challenges the pandemic poses. The Microsoft cloud and suite of business applications has risen to the challenge.”

“Now, that the market has adapted to new ways of working, we’ve turned our focus back to investing in talent in our technical, delivery and commercial teams. This ensures we have the capacity to meet the strategic requirements our clients’ like Virgin Money and Golden Charter have in 2021 and beyond.”

Services Director Steven Brown said: “Like many businesses, these past few months haven’t been without their difficulties. However, we’re working hard with our clients through times of uncertainty and shifting technology needs to support their people, customers and operations.

“Like many technology-first companies, we’re fortunate to have the infrastructure to be able to switch to remote working practically overnight and help our clients maintain service levels. Now, we can now focus our attention on growing our team and hitting the ground running with strategic projects as we head into 2021.”

Redspire is an IT Consultancy, specialising in Microsoft Dynamics 365 and Power Platform technologies. As part of the Microsoft account managed teams, Redspire work collaboratively to drive future-proofing digital transformation, improve processes and help businesses understand and engage with teams, customers, clients and partners. With particularly strong capabilities in Financial Services, their client base includes the Money and Pensions Service, Beazley and Virgin Money.

When the developer team aren’t deep in Redspire client work, we’re usually found over at the Virtual Power Group (VPG) developing our technical skills and growing our network. The VPG is a Community Forum for Power Platform and Dynamics 365 users of all levels to come together to share knowledge and best practice.

This month, VPG was joined by Microsoft’s Lucy Bourne to cover the functionality and features of the Wave 2 release in the Microsoft Business Applications stack.

Staying on top of the ever changing platform and their twice yearly updates is a mammoth effort. Lucy’s session gave us a major leg up, with her run through of the features coming to the stack from October onwards.

There are two major releases of functionality to the Microsoft stack in a given year. One in April (Wave 1) and one in October (Wave 2). You can opt in to these features early, or preview in a trial instance. Though please note, once applied it cannot be removed so exercise caution. For existing implementations, it is advised to apply in a Sandbox environment and test that your solutions are not negatively affected by any conflict with new (or potentially retired) functionality. If you want support with this, reach out to a VPG Admin to discuss.

These major release waves do not launch all this new, cool shiny stuff immediately in to your environment – though there will be some. October 1st marks the beginning of the release wave and this functionality is launched – some elective – landing over the coming months up to the next release wave in the following April/October.

During her session, Lucy gave us a fantastic introduction to Power Apps for Teams and a rundown of the major highlights. Some of these were showcased in real-time alongside announcements at Ignite, adding a little extra excitement.

Here’s my highlights from across the main products:

Sales 

  • Mobile Experience Changes
  • Forecasting and Gamification
  • Usability enhancements
  • Sales Insights Updates

Marketing

  • Natural Language Segment Editor
  • Enhanced Customer Journey Canvas
  • Form Submission Enhancements
  • Improved Email Customization
  • and more…

Customer Service

  • Agent Productivity Dash (Multi Session Experience)
  • Omnichannel for Customer Service
  • Integrated Insights with Built In AI
  • Native Call Functionality in Omnichannel Framework

Field Service

  • Insights Dashboard
  • Customer Voice Survey Integration
  • Proactive Service Delivery
  • Scheduling experience improvements
  • Technician Success and mobile app enhancements

ERP/Commerce/Project Ops

  • CDS Integration improvements and various Cross App Capabilities
  • Document and Electronic reporting enhancements
  • Major updates to SCM
  • PayPal Integration for Commerce
  • And upgrade path plan for PSA to Proj Ops

Dynamics HR

  • AAD Integration enhanced
  • CDS Integration with Skills, Certificates, Performance and Benefits
  • Teams Self Service GA and further enhancements

Power Apps and Power Automate

  • Power Virtual Agents available within Power Apps Portals
  • PCF control support in Power Apps Portals
  • LOADS of RPA Capabilities in Power Automate (direct quote)
  • Power Automate Visual in Power BI

This is a session that I’ll not only watch again but be recommending to colleagues and clients to stay ahead of the tsunami of features scheduled to land this October. Watch the replay below.

As ever, I’m so excited to be working in this field where, as it was said on the call tonight, “change is the only constant”.

This article was first published on Viritual Power Group. For more information on forthcoming events, visit the website or connect with me on LinkedIn.

The insurance sector in the UK is built on rich traditions and face to face operations. Just a few months ago, 7000-plus industry specialists walked in and out of Lloyd’s of London market place each day to exchange risk propositions, discuss policies and close deals on the 300-year old trading floor.

The coronavirus lockdown closed the doors to the Lloyd’s underwriting floor and forced these deals into living rooms and home offices, driven by the latest cloud technology. For a sector notoriously resistant to replacing valuable in-person operations with digital processes, insurers pushed their own limits and embraced new ways to transact, meet and close deals. In fact, our clients across the Financial Services sphere responded to the crisis with real creativity and imagination to keep the cogs turning, with long-term positive impact on their businesses

One such example is how Microsoft’s Power Platform technology allowed Redspire client Beazley to work with us to being a solution – Beazley Booking – to market, in days and weeks instead of the months and years strategic projects can often take.

Let’s take a look at the Power Platform for insurance use case for the booking app.

Power Platform for Insurance booking app: solution overview

The solution is built on three key processes and scenarios:

  1. Power Apps for Underwriter Availability Management.

Underwriters assign their availability in the Power Apps Model Driven App which is then visible to the brokers to review.

  1. Broker Portal for Booking a Timeslot

Brokers log on as external users to the Broker Power Apps Portal, see which underwriters they want to meet, see time slots available and can create an agenda, attach documents like insurance slips and submit the booking.

  1. Power Apps for Booking MI

Underwriters and brokers time is automatically booked out in their Outlook diary for the meetings, which can be set up on Microsoft Teams and WebEx. Booking MI is available to view in the Power App.

Process 1: Power Apps for Underwriter Availability Management.

Built on a Power Apps model driven app for internal users, including Underwriters and Underwriting Assistants.

Contact Record with custom fields

  1. Created contact records for underwriters within the internal Model Driven App.
  2. Custom fields created to enable the booking process, including insurance type drop down, contact details, time zones, WebEx or Teams meeting ID
  3. On tab 2, Underwriters and Assistants can manage their time, and set timeslots, length of meeting and availability throughout the working week, and set exceptions for unavailability for things like other meeting types, personal appointments, focus time and annual leave.
  4. Power Automate takes all of this information and creates a range of timeslots for Brokers to view and choose, displaying date, time, length of appointment and time zone; important working across multiple geographies.
  5. Built on the Common Data Service, information and data is now available within the portal and available to Broker and other external users.

Underwriters can set their availability

Process 2: Broker Portal for Booking a Timeslot

Within the outward facing Broker Portal, built on a Canvas App, external users can view their forthcoming bookings with Underwriters, book new appointments and add documents to upcoming bookings.

External user portal view

When an external user logs into the Portal, they’re taken directly to a view of all of the bookings they currently have with their chosen underwriters at a glance.

  1. Key meeting information is displayed via Subject, time slot, booked by, underwriter, insurance type and link to video-conferencing fields.
  2. Each appointment is also sat in each user’s calendar, sent by Power Automate.
  3. Within this view, external users can also book a new timeslot via the book timeslot button in a simple three step process.
  4. Step 1 – select insurance type to filter available underwriters from that business area. Select underwriter from the drop down menu, before adding subject.
  5. Step 2 – the system surfaces the available time slots for the user to choose from. When a time slot is selected, users can add agendas and upload documents like insurance slips to allow the underwriter to gain context to the meeting and prepare accordingly
  6. Step 3 – here you can review all information submitted and make any amendments before submitting the booking request.
  7. Upon booking the timeslot, there are two actions that take place. The timeslot is created in the Underwriter’s Model Driven app and Power Automate will send a calendar invite to both parties with the high level information, videoconferencing link, agenda and any attachments.
  8. My time slot Portal front page will now show the new appointment in the view.
  9. Back in the Underwriter’s Model Driven app, the management information will show the new booking and the meeting sits in their Outlook calendar, with no need to respond to the sender.

Booking an Underwriter appointment

Process 3: Booking MI

Booking MI is the Underwriter’s go-to view to prepare for the week ahead and mange their workloads and opportunities.

  1. Go into management info tab within the Underwriter’s Model Driven App.
  2. Three charts to provide high level info to underwriter on their week ahead by broker, by attempted timeslot bookings and active timeslots, thus allowing them to plan for the week ahead.
  3. These insights allow Underwriters to understand which brokers are booking and how often, to gain visibility on the brokers attempting to book and to measure where their time is being spent for maximum efficiencies.
  4. MI is fully extensible to additional integrations to fit wider business needs or to evolve with future iterations or augmentations.

Management Information within the Model App

Power Platform: no limits extensibility

Beazley’s CTO Mark Moerdyk says: “Beazley Booking uses the Microsoft Power Platform to improve the quality of interactions with brokers and ensure that our underwriters have access to data that can help improve service in the future. This is not only a system that improves our service during this period of social distancing but also has the capability to provide long-term support as the market adapts to a more efficient and flexible model.”

Less code, more power: 86% of Fortune 500 companies use Power Apps

With 86% of Fortune 500 companies using Power Apps, there’s never been a better time to modernise your data and harness the power of the Power Platform and Microsoft Dynamics 365. No-code, low code capability is here now and can augment your legacy systems to fit the new normal in days and weeks. Want to hear more?

About Redspire and the Microsoft

Redspire are a CRM Consultancy and Microsoft Gold Partner, specialising in Dynamics 365 and The Power Platform. We partner with the UK’s leading Financial Services organisations to lead them through powerful digital transformation, improve operations and process automation with Microsoft’s suite of business applications. Interested in the awesome power of Power Platform? Find out more about Power Apps and Beazley booking on the Connecting Brokers and Underwriters webinar with Megan Meneely, Billy Lyle and Beazley’s Mark Moerdyk.

Want to talk all things Power Platform or Dynamics 365? Get in touch with us touch on 0845 226 8170 or email us at info@redspire.co.uk.

Power Apps is a high-productivity development platform for business apps, and has four major components:

  • Canvas apps
  • Model-driven apps
  • Portals
  • Common Data Service

Microsoft Power Apps is a suite of apps, services, connectors and data platform that provides a rapid application development environment to build custom apps for your business needs. Using Power Apps, you can quickly build custom business apps that connect to your business data stored either in the underlying data platform (Common Data Serviceor in various online and on-premises data sources (SharePoint, Excel, Office 365, Dynamics 365, SQL Server, and so on).

Apps built using Power Apps provide rich business logic and workflow capabilities to transform your manual business processes to digital, automated processes. Further, apps built using Power Apps have a responsive design, and can run seamlessly in browser or on mobile devices (phone or tablet). Power Apps democratizes the custom business app building experience by enabling users to build feature-rich, custom business apps without writing code.

What is a Model Driven App?

Model-driven app design is a component-focused approach to app development. Model-driven app design doesn’t require code and the apps you make can be simple or very complex. Unlike canvas app development where the designer has complete control over app layout, with model-driven apps much of the layout is determined for you and largely designated by the components you add to the app.

Model-driven app design provides the following benefits:

  • Rich component-focused no-code design environments
  • Create complex responsive apps with a similar UI across a variety of devices from desktop to mobile
  • Rich design capability
  • Your app can be distributed as a solution

What is a Canvas App?

Canvas apps start with your user experience, crafting a highly tailored interface with the power of a blank canvas and connecting it to your choice of more than 200 data sources. You can build canvas apps for web, mobile, and tablet applications.

Canvas apps give you the flexibility to arrange the user experience and interface the way you want it. Allow your creativity and business sense to guide how you want your apps to look and feel.

You can start to build your app from Microsoft tools where your data lives, such as:

Creating a canvas app is easy; with Power Apps, you can find or create your app in several ways:

What is Power Apps Portals?

 Portals help you create external-facing websites that allow users outside your organization to sign in with a wide variety of identities, create and view data in Common Data Service, or even browse content anonymously.

What is the Common Data Service

 The Common Data Service is the data platform that comes with Power Apps and allows you to store and model business data. It’s the platform on which Dynamics 365 apps (such as Dynamics 365 Sales, Customer Service, Field Service, Marketing, and Project Service Automation) are built. If you’re a Dynamics 365 customer, your data is already in Common Data Service.

Common Data Service allows you to securely store and manage data within a set of standard and custom entities, and you can add fields to those entities when you need them.

Power Apps and Redspire

Interested in exploring new ways that processes can be engineered and how modern tools like Power Apps can be applied within your business? Get in touch today or watch the on demand Power Apps in Insurance webinar. Respire and Microsoft have partnered to provide a number of hands-on workshops to FSI organisations. For fresh ideas and access to some of the UK’s top solutions architects, get in touch with Redspire today on 0845 226 8170 or email us via info@redspire.co.uk.

As the UK enters recession, with Covid-19 still at large and Brexit looming, UK Financial Services leaders take stock of the strategic digital priorities that best steer resilience in the months and years ahead.

The pandemic has accelerated digital change in all areas of the sector, with focus on rapid implementations that maintain business continuity and connect people and processes. A key area for immediate investment is agent enablement, made possible by Microsoft Dynamics and the Power Platform.

The enabled agent: driving customer engagement in Financial Services

Enabled agents aren’t an especially new strategy in Financial Services. Retail banks adopted first-stage iterations of omnichannel agent enablement early, as a strategic customer experience differentiator. With the concept proven and covid-19 driving at pace adoption, business banking, insurers and investment banks are fast realising the value of connected communications and unified data infrastructures.

Eight key features of enabled, connected agents in Financial Services

  1. The human touch: live agents

Previously the frontline of customer contact, live service agents remain a precious commodity in Financial Services. Growth in automation and unified data centres makes managing their routine daily tasks easier to complete, leaving these teams free to concentrate on higher value customer interactions. Whether resolving high touch queries or assisting through difficult decision making processes, live agents can transition prospects through a sale, connect customers to compliance automations, direct to Power Apps Portals to self-serve or offer digital document sign functionality.

This human touch where required builds trust and loyalty and delivers meaningful customer experiences. Recent Accenture research indicates that 71% of respondents’ value being able to raise a complaint to a human advisor. Nearly a third of those surveyed found specialist mortgage advice important. One fifth wanted access to other specialist advisors via videoconferencing.

Constantly evolving capabilities make all of this possible. For example, Microsoft Teams and the Power Platform can connect advisors and customers in digital meeting rooms, removing the need for bricks and mortar meeting space.

  1. Bot and AI supported journeys: virtual agents

Virtual Agents are the new frontline of customer service. Where live agents are customer advocates, provide emotionally intelligent services and build loyalty in Financial Services, Virtual Agents can provide a first point of contact for low touch customer queries and 24/7 self-service, reducing pressure on the contact centre. Connected to customer data, FAQs and knowledge bases, bots and Virtual Agents can provide accurate information, report on sentiment and leverage AI insights.

Blended emotional and artificial intelligence doesn’t just provide productivity gains and cost savings, it maximises resources. It ensures customers can access the services they need, at the right time, on the platform of their choice. With people and AI utilising the same data and knowledge sources, service levels and information shared remain consistent and correct at each touchpoint.

  1. Centralised knowledge bases: authoritative agents

Unified web content, helpdesks and knowledge centres are the beating heart of agent enablement. Leverage with AI insights, self-serve and process automations to deliver outstanding service. Instead of laborious and complex financial product and service training, focus agent training on the basics first and how to curate live and compliant source materials, product information and playbooks.

This knowledgebase content can be surfaced through one unified interface, produced and version controlled between the relevant product, marketing and risk teams. Customer queries can be resolved fast by enabled agents – live or virtual – and also accessed in self-service portals or online. Live agents and managers can be confident that they’re providing accurate information in every transaction. Customers benefit from consistent experiences and 24/7 access to accurate information across all channels.

  1. Educate and inform: empowered agents, empowering customers

Access to this wealth of financial product and service information integrated with AI insights, sentiment analysis and next best action guidance educates and informs customers. Enabled agents are empowered to provide the financial information customers need, when they need it on the appropriate channel. Financial literacy, inclusion and well-being are particularly nice side-benefits of increased access to such information. Customers are empowered by the ability to research or self-serve the content they require, 24/7 and make informed financial decisions. The business benefits from a rich sales pipeline, even before the customer has spoken to a seller.

  1. Single customer view: all seeing agents

Enabled agents help service customers and facilitate a people-centric organisation. Access to unified real time data unlocks valuable insights and powers hyper-personal customer experiences. Unify these rich insights across the full range of channels to get a live, 360-degree single customer view. Predict needs and behaviours based on historical transaction data, channel preferences, product enquiries and renewal dates to maximise customer lifetime value. Augment the system to meet your needs with Power Automate and get rich reports with Power BI.

  1. Meet customers where they are: social agents

Ever-growing numbers of Banks, FinTechs and Insurers offer in-app communications on private social channels like Messenger and Whatsapp, whilst public-facing social media is an extremely valuable service tool. Microsoft Cognitive Services enables agents to monitor sentiment towards financial products, service levels and brand and respond proactively where appropriate to manage customer satisfaction or resolve small fires before they reach crisis level.

  1. Income generation: sales agents

Enabled service agents can feed the sales pipeline by identifying opportunity and following machine learning and AI-driven next best actions to meet customer live needs. Cross-departmental single customer view and connectivity allows enabled agents to make smart recommendations, complete transactions or hand over to experienced sellers to pick up the lead.

  1. Have it your way: omnichannel agents

Cross-channel customer engagement isn’t a nice to have in Financial Services 2020, it’s minimum service level. Enabled Financial Service agents are set up to transact and interact with customers across voice, email, chat, bot, in-app, social, portal and other self-serve channels. Omnichannel for Customer Service supports an always-on customer experience, treating each customer journey as a single transaction made up of a series of multi-channel interactions in the full customer environment. See the tools in action in the video below.

About Redspire and the Microsoft partnership

Redspire are a CRM Consultancy and Microsoft Gold Partner, specialising in Dynamics 365 and The Power Platform. We partner with the UK’s leading Financial Services organisations to lead them through powerful digital transformation, improved operations and process automation with CRM and Microsoft’s suite of business applications. The Redspire team of solutions architects, consultants, developers and support professionals are all Microsoft accredited with specialist knowledge on the tools and solutions limitless capabilities. We’re driven creating impactful business outcomes for our clients, not just system and embedding the technology within your teams for enhanced user adoption. For more information on Agent Enablement, watch the on-demand Customer Service webinar with Iain Kennedy or get in touch with us on 0845 226 8170 or email us at info@redspire.co.uk.

Redspire has worked in collaboration with Microsoft and specialist insurance partner Beazley to create Beazley Booking, an online booking system to make it easier and quicker for brokers to arrange virtual appointments and share relevant documentation securely with underwriters.

Using Microsoft’s low code platform Power Platform, Beazley Booking makes it easier and quicker for brokers to arrange virtual appointments and share relevant documentation securely with underwriters. Connected to a simple web application, brokers can access the portal using a secure log-in provided by Beazley.

Connecting brokers and underwriters with the Power Platform 

Beazley Booking enables brokers to view underwriter availability, book a meeting time, upload an agenda and documents in advance and view all of their scheduled meetings with Beazley underwriters. It aims to ensure brokers retain consistent access to their underwriting contacts during social distancing and beyond as the insurance industry adopts more flexible working practices in the long term. It also provides underwriters with access to a detailed log of broker enquiries and appointments on a fully secure system.

From today, Beazley is rolling out the system to cyber & technology and property broking partners in the London market with new lines being added in the coming months.

Mark Moerdyk, Beazley’s chief technology officer, said: “Beazley Booking uses the Microsoft Power Platform to improve the quality of interactions with brokers and ensure that our underwriters have access to data that can help improve service in the future. This is not only a system that improves our service during this period of social distancing but also has the capability to provide long-term support as the market adapts to a more efficient and flexible model.”

Flexible working practices as the market adapts 

Paul Bantick, global head of cyber & tech, said: “We have been working very hard to ensure we retain the same standard of access and responsiveness for brokers while working remotely. In the London market particularly, the temporary closure of the Lloyd’s trading floor due to the pandemic has changed the dynamic of the market and accelerated the adoption of new ways of working. As we come out of lockdown we know that some of these more flexible working practices will ensue. This was an opportunity to invest in making our virtual interactions with brokers slicker and more efficient with expanded functionality and features.”

Beazley Booking empowers brokers and ensures frictionless trading 

Simon Jackson, head of open market property at Beazley, added: “Beazley Booking empowers brokers to arrange appointments with us using a user-friendly and intuitive application. It helps to ensure trading with us is as frictionless and straightforward as possible.”

Beazley plc (BEZ.L) is the parent company of specialist insurance businesses with operations in Europe, United States, Canada, Latin America and Asia. Beazley manages six Lloyd’s syndicates and, in 2019, underwrote gross premiums worldwide of $3,003.9m. All Lloyd’s syndicates are rated A by A.M. Best.

About Redspire 

Redspire is an IT Consultancy, specialising in Microsoft Dynamics 365 and Power Platform technologies. As part of the Microsoft account managed teams, Redspire work collaboratively to drive future-proofing digital transformation, improve processes and help businesses understand and engage with teams, customers, clients and partners. With particularly strong capabilities in Financial Services, their client base includes the Money and Pensions Service, Beazley and Virgin Money.

Register for the webinar 

Beazley chief technology officer Mark Moerdyk and Billy Lyle, Redspire chief executive host an overview of the technology on 22nd July at 11am, showcasing how the Power Platform is building connections, driving adaptability, and helping insurers overcome challenges in a time of change. Reserve your place today

For more information, visit www.beazley.com

For information on Redspire or the Microsoft Power Platform site please visit https://redspire.co.uk/  and https://powerplatform.microsoft.com

Ensure vital communications and business as usual between insurance underwriters and brokers, whilst displaced from in-person meeting spaces and financial district box systems throughout the global health crisis.

Ensure Insurance business continuity

During the Covid-19 pandemic, it’s vital that essential insurance services continue business as usual. Lockdown has closed meeting hubs and box systems like those at Lloyd’s of London, where insurance brokers and underwriters traditionally meet to discuss risk and manage deals.

This displacement has led to inefficient communication across disparate channels and is causing needless missed opportunity.

A virtual hub to schedule, meet, negotiate and close

Microsoft and Redspire have mobilised quickly to digitalise this process with Power Apps Portals, Power Automate and Microsoft Teams. These solutions help both underwriters and brokers manage time and unify communications whilst teams work remotely, across one easy to adopt bizapps process. A secure, quick implementation application has been created to:

  • Direct all users to an established process
  • Connect disparate brokers and underwriters
  • Allow underwriters to set their availability
  • Let brokers schedule time with underwriters
  • Provide secure virtual meeting hubs

These tools and technologies and their benefits include:

Power Apps Portals

  • build apps and self-service scheduling portals, fast
  • create an established process to unify insurance users
  • set underwriter availability with Microsoft 365 integration
  • allows brokers to book or update underwriter timeslots
  • log deal information, set agendas and update remotely
  • connect to wider workflows

Power Automate

  • connect disparate stages of the Portal user journey
  • connect disparate users, departments and organisations
  • unify operations & automates business process flows
  • send notifications to daily calendar
  • posts agenda to Teams meeting spaces
  • limitless enhancement opportunities as users needs grow

Teams

  • a secure virtual collaboration hub to connect users
  • voice, video-calling or chat communications
  • meeting recording capabilities
  • white board and screen-sharing capabilities
  • real time document collaboration
  • tools help ensure user privacy while working remotely

About Redspire

Redspire have particularly strong capabilities in Banking and Financial Services, FMCG, Government, and Third Sector and have worked on the biggest operational challenges facing these industries today. From Small Business Banking improvements at CYBG, client and stakeholder engagement at Money and Pensions Service, our expertise in Dynamics 365 Power Platform helps our clients unify operations quickly, and deliver transformation projects that solve immediate business pain.

Next steps for support  

Secure data infrastructures and unified operations between brokers and underwriters has never been more important as we navigate the unfolding global health crisis. This is the time for rapid implementation to ensure business continuity and connect disparate teams.

The solutions outlined can be deployed at pace over just a few days to make sure your client needs are met and opportunity isn’t wasted. For more information, download the insurance ops briefing, call Redspire today on 0845 226 8170 or email on info@redspire.co.uk.

Earlier this week we took a good look at the Power Platform for the Insurance sector. In this third part of our Power Platform for insurance series, we’re looking at automating car insurance claims processes using the Power Platform’s capabilities, and integrations with the wider Microsoft stack.

There are endless use cases and opportunities to Analyse, Act and Automate processes within your own insurance business, in particular with over 400 new capabilities released across Dynamics 365 and the Power Platform this month. This short use case will provide some context for the tools in action, showcasing incredible customer and partner engagement and highlight rich data insights.

A summary of the Power Platform

For those who haven’t read our recent articles on the Power Platform, here’s a short summary before we jump into the car insurance claim scenario.

The power Platform’s capabilities can be summed up in three key words: analyse, act, automate, known within Microsoft circles as the Triple A-Loop. The tools combine the capabilities of three key products, namely:

  • Microsoft Power BI: this analytical platform allows organisations to build and lead a data-driven culture. All users are given the power to turn data into insightful visualisations, driving quick and informed decision-making.
  • Microsoft Power Apps (including Power Apps Portals): these tools allow users to build custom apps same day instead of undertaking a month long development process, connecting to existing data and systems and solving specific process and business needs.
  • Microsoft Power Automate: is low-code / no code functionality that allows users to self-build automated workflows in minutes across hundreds of popular apps and services.

With Microsoft’s proprietary technology, users of all skill-levels, from pro-developers to authorised administrators can analyse, act upon, and automate data in ways that have never been possible before at business user level.

Automating car insurance claims processes using the Power Platform

Although fairly new to market, Redspire are deploying Power Platform capabilities to solve business pain for our Banking, FSI and Insurance clients and automating processes through all levels of their businesses.

In this scenario, we’ll showcase a user journey after automating car insurance claims processes using the Power Platform. The main functionality used here is PowerApps, supported by Office365, Power Automate and Power BI.

  1. A customer has an accident and needs to report the incident to start the claims process. Historically, policyholders would call the claims line to begin the claims process, however, digital natives are increasingly looking for mobile or desktop first reporting methods.
  2. Whether the policyholder has called the claims line and been signposted to the online functionality or logged into their account to begin their claim, a secure Power Apps Portal has been created to begin the claims process. The customer is asked to log in. Secure personal data will be pre-populated and the policyholder can submit the details of their incident within the requested fields, with the capability to upload images of the damage for assessment too.
  3. Using postcode data held against the policyholder, a Power Automate pulls through a choice of local car garages and automate the process of sending the claims data, photo of the vehicle damage and a request for quote (RFQ) to this selection of garages.
  4. Once received, the garages who received RFQ will be able to submit a quote for repair work via a bespoke Canvas App, supported by pre-determined Power Automate functionality.
  5. Once three quotes have been returned, Power Automate sends an automated Office 365 email to a claims processor, who can log in to a Model Driven App to review the quotes for repair work provided.
  6. Once reviewed and authorised for next stage by as assessor, these quotes for repair work are sent along the next stage of the automated process. Confirmation of the accepted quote is sent to the garage and the customer to arrange for completion of work.
  7. The selected garage completes the repair work and provides a completed status on the Canvas App once work is complete, notifying customer and insurer that the work is complete.
  8. Payment for repair work is automated via Power Automate and third part payment solutions.
  9. Power Automate sends out a Forms Pro survey to capture customer feedback on both the garage and claim experience, enriching customer service data and informing satisfaction scores.
  10. Power BI can provide granular reports on customer satisfaction or wider data insight in the volume of claims, costs, types of damage, car models, garage satisfaction rating and so on.

Redspire and the Insurance sector.

This short scenario is barely scratching the surface of the capabilities of the Power Platform for the insurance sector. At Redspire, our delivery team can’t recommend the tools highly enough. We’re leading radical digital transformation in the insurance sector via these new and constantly emerging world-class Microsoft technologies. Together, we’re helping insurers understand and engage customer needs and deliver seamless, proactive and personalised experiences. We’re not just improving the claims process, we’re helping insurers digitise and automate all types of processes from underwriting to broker management.

If you’re ready to explore the tools further, Redspire and Microsoft have joined forces on a co-hosted webinar series that showcases how to put low-code, no code, point and click technologies in business users’ hands with Microsoft Dynamics 365 and the Power Platform. Watch the webinar on-demand now and if you want to see the tools in action in an claims insurance scenario, view the follow up demo now.

If you’d like to find out more about how the Power Platform’s Triple-A-Loop can support your Insurance firms through its next phase of digital transformation, get in touch with our team of specialists today on 0845 226 8170 or email us at info@redspire.co.uk.