Transforming support for medical professionals

ProAssurance’s mission is to protect those in the medical profession. The organisation aims to provide the support that medical professionals need to do their jobs and keep society moving forwards. With the medical industry continually changing and evolving, it is incumbent on ProAssurance to keep up with the pace of change. To do so, it needs to constantly re-assess and transform its business to continue to deliver the best possible service to its customers. ServiceNow is the engine underpinning this continual transformation.

ProAssurance started its ServiceNow journey by implementing IT Service Management to support its core helpdesk functionality. Quickly seeing the potential of the platform, the organisation then moved to deploy Customer Service Management to transform the submission intake of its underwriting function. The success of this initial project then led to ProAssurance moving significant elements of its underwriting process onto ServiceNow, as well as its core claims processing workflow.

Financial Services Operations has also been implemented, allowing the organisation to optimise its claims processes. Thanks to ServiceNow’s out of the box capabilities, ProAssurance was able to get up and running efficiently, with 60-70% of the core processes already available, with remaining specific needs handled via system and workflow configuration.

Where ProAssurance envisions the greatest impact is with its Citizen Developer program, which will be powered by ServiceNow App Engine Studio. It sees the program as having the potential to ignite the imagination of its employees, enabling them to think different about their work and empowering them to develop their own solutions and process optimisations on their own initiative.