The Challenge

Malachi agents, on instructions received by the Malachi call centre from insurance companies, visit car dealers and private owners in order to inspect vehicles as a pre-risk insurance requirement for insurance companies to verify the existence and condition of the vehicles. These inspections are scheduled by the Malachi call centre who in turn advise the Malachi agents of their weekly activities by telephone.

The details of the inspection are documented on pre-printed forms and either faxed or hand-delivered back to the office at the end of each week.  The lengthy process of data-capturing (again) would ensue, often resulting in errors which potentially incurred a revenue loss as insurance companies pay only for the completed and accurate inspections.

The Solution

Integr8or Mobile Application Server and mobilejobcard, branded as keyassess, was customized to Malachi's specific needs as a mobile short-term insurance assessment tool operating on Sony Ericsson P800/900 SmartPhones. The Malachi agent receives on the phone current vehicle inspection appointments for the day. These appointments are automatically or manually entered into a secure, web-based administration Graphic User Interface (GUI) at the Malachi call centre. The appointment information is now sent via Integr8or to the respective Malachi agents in the field who now enter the field inspection information into the SmartPhone application. Once the inspection is completed by the Malachi agent and signed for by the client, on the screen in a specified field, the data is returned to the Malachi call centre via Integr8or. This returned data is formatted into a Malachi Vehicle Inspection Report Form which is then automatically routed to the relevant insurance company, the Malachi Archive Database, as well as the client. The client can receive the report as an email or by fax.
 
The Benefits

Malachi’s processing time is substantially reduced, thereby improving customer service and delivery time of the report back to the relevant insurance companies.

The need for printed forms both at the inspection point as well as at the report side is eliminated resulting in significantly improved data consistency.

Inspection-to-invoice time is greatly reduced thus improving billing through-put for Malachi.

Data capturing and duplication errors are significantly reduced. On the SmartPhone the agent is presented with error boxes when incorrect data is entered into fields that have specific business rules built-in. Furthermore, extensive use is made of pre-populated drop-down menus which effectively eliminate spelling errors and ambiguous data input.

In addition, Malachi can create reports on trends and agent efficiencies.

Conclusion

Malachi now has a user-friendly, electronic process-flow from inspection request to inspection completion and invoicing.  By using appropriate mobile technology which is far more streamlined and efficient than the previous paper-based system Malachi has radically improved the quality of their information and services, as well as improving their cash-flow.