Building a Workflow for Insurance Reps.

The article presents a case study on the creation of a workflow for the customer service representatives of American National Insurance Co. (ANIC). After the processes used by ANIC had been modeled, Pegasystems was used to log on to all of the legacy systems of ANIC when a request would come from a workstation. A transaction would be launched and would come back to a clipboard behind the scenes of the workflow. When a customer call would come in, Pegasystems would tap into the different customer files and history and would send information up to the customer service representative.