e-Payment Authorization — A Business Process Management Project

Business Process Management (BPM), as you might already be aware, is a discipline in which businesses use various methods to discover, model, analyse, measure, improve, optimize, and automate business processes. BPM aims at improving existing processes and systems and thereby bringing in speed and efficiency in the way a business operates.

e-Payments is an important facet of a digitally enabled business. e-Payment Authorization involves the process of creating a new e-Payment registration or changing the beneficiary banking details. However, the challenges faced by companies in the domain of e-Payment Authorization are many:

1. Business specific case ID is required for end users

2. Uploading supporting documents between processes is cumbersome

3. Issues around configurability, usability, performance and wait times

4. Need for a custom designed, business centric digital workplace to suite business needs

5. KTA process flow is not simple, streamlined or optimised

6. Digital document archival process isn’t robust enough to index and retrieve documents anywhere and anytime

7. Documents are not retained in the original format

8. UI field level validations require help to fine tune the process flow

This is where Neutrinos comes to play. With the Neutrinos Platform, a leading insurance company was able to address these challenges in the e-Payment Authorization production flow. The company’s business objective was to design e-forms on a Digital Workplace that would help drive e-Payment authorization requests of ‘New Registration and Change of Beneficiary Banking Details ‘. Data from the document was to be extracted using KTA and help drive end-to-end e-Payment authorization business process flow up until Policy/M update.

Here’s an insight into the business process flow that resulted from the combined efforts of Neutrinos and the insurance company:

Users scan e-Payment authorization document and upload it into a specific folder using speed dial on the scanner machine. A case is created using the Watch Folder concept, the uploaded document is classified, and data is extracted from the scanned e-payment form. The case is present for the initiator based on the scanner’s capabilities to identify the initiator.

The initiator can perform a client search using the extracted NRIC No. / Co. Registration No. / Passport No. Based on client lookup and initiator action, either a New Registration request or ‘Change of Beneficiary Banking Details request is triggered. The initiator gets to validate the extracted OCR data and upload any supporting documents. In case of any update, client’s Name, IC and address details are auto populated using the client lookup data. The request is then routed for approval based on the approval matrix. The approver has to verify and approve/reject along with attaching any documents. Notifications are present according to the matrix for escalation based on SLA expiry. Email notifications are to be sent to initiator with approval/rejection with reasons and remarks. Policy/M update of the generated csv file is to be conducted in real time by Kapow. The result is a quick, easy-to-use and user-friendly interface that the company found effective and helpful in managing e-Payment authorization.

This Business Process Management project taught us a lot of things, at Neutrinos. We are excited to share our expertise with other companies in the insurance space. Think you might need help in your digital transformation? Reach out to us today!