Superannuation Claims Process Improvement Project

This document is a case study detailing a process mining project conducted by Apromore in collaboration with Leonardo for a major Australian superannuation fund. The objective of the project was to analyze and improve the claims process for members withdrawing their superannuation. The super fund, managing over AUD $100 billion, aimed to enhance customer satisfaction and operational efficiency by identifying inefficiencies in their claims process. The analysis revealed that while 80% of claims followed the best practice process, 20% exhibited significant variations and errors, leading to increased customer frustration. The project utilized data from various IT systems, encompassing over 630,000 transaction records. Results indicated that process mining could accelerate the discovery-to-improvement process by 2.6 times compared to traditional methods, resulting in cost savings of over AUD $150,000 within three months and an estimated annual ROI of AUD $600,000. The findings have prompted the super fund to develop a long-term strategy for process mining adoption.