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Automation Overview

Automate repetitive tasks to save time and reduce manual errors.

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Types of Automation

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Auto-Routing

Automatically send claims to correct department:
  • If category = Quality → Route to Quality
  • If safety concern → Route to Safety + Manager
  • If vendor issue → Route to Procurement

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Auto-Assignment

Automatically assign to specific person:
  • If Quality claim → Assign to John (quality lead)
  • If maintenance → Round-robin among mechanics
  • If critical → Auto-assign to manager

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Auto-Notification

Automatically notify relevant people:
  • If critical → Email entire department
  • If safety → @mention Safety Officer
  • If escalated → Notify director

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Auto-Status-Update

Automatically update status:
  • If resolved and approved → Auto-close after 24 hours
  • If overdue → Flag automatically
  • If at-risk → Add to priority board

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Creating Workflows

  1. Admin Console → Workflows
  2. Click “Add Workflow”
  3. Define trigger:
    • When new claim created
    • When status changes
    • When time passes
    • When comment added
  4. Define conditions:
    • If category = X
    • If priority = Y
    • If assigned to Z
  5. Define actions:
    • Route to department
    • Assign to person
    • Send notification
    • Update status
  6. Test workflow
  7. Enable for all users

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Workflow Examples

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Example 1: Quality Claims Fast Track

Trigger: New claim created Condition: Category = Quality AND Priority >= High Actions:
  1. Route to Quality department
  2. Assign to Sarah (quality lead)
  3. Add to “Red Flag” report
  4. Notify quality manager Result: High-priority quality issues handled immediately

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Example 2: Preventive Maintenance

Trigger: Resolved claim Condition: Category = Maintenance AND same equipment as past 2 claims Actions:
  1. Flag as “recurring issue”
  2. Create improvement task
  3. Notify maintenance supervisor
  4. Link to knowledge base article Result: Recurring problems detected and addressed

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Example 3: Safety Escalation

Trigger: New claim OR comment added Condition: Keyword = “injury” OR Category = Safety Actions:
  1. Auto-escalate to Safety Manager
  2. Email Safety Officer
  3. Copy CEO
  4. Create audit trail
  5. Lock claim from editing (immutable history) Result: Safety incidents get executive attention

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Best Practices

  • Start simple: One rule at a time
  • Test first: Run on sample claims
  • Monitor results: Check if working as intended
  • Adjust frequently: Fine-tune based on usage
  • Document: Keep list of active workflows
  • Avoid conflicts: Different rules shouldn’t contradict
  • Review regularly: Disable unused workflows

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Troubleshooting

Workflow not triggering?
  • Check conditions are correct
  • Verify trigger happening
  • Test with manual claim
Too many notifications?
  • Adjust notification frequency
  • Add conditions to reduce triggers
  • Consolidate into digests
Wrong routing?
  • Check condition logic
  • Verify department assignments
  • Review rule priority order

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Next Steps