The Client manages a vast network of last-mile workers who are
compensated through an honorarium system tied to their performance. These workers
are pivotal to the client's operations, often spanning various locations
and responsibilities. The payment process is highly complicated
due to the decentralized nature of their work and the intricacies involved
in accurately tracking their contributions.
Prior to going digital, the existing methods
leds to delays in payment disbursement affecting the motivation and
commitment of the workforce to the organization.
ViewZen's claim management solution helps clients to steamline
the claim management and payment process helping them to reduce claim processing
and settlement times and improve financial stability and risk management by
adequately setting aside reserves to cover future claim payments
Challenges
The supervisors would track and measure the work done by
the last-mile workers and approve their payments. The process was slow,
led to delays in wage disbursement. The frequent delays had become a
pressing issue - diminished motivation among the workforce and also
resulted in high attrition rates. Centrally, there was a lack of
visibility into the claims process, outstanding amounts, and the
underlying bottlenecks that caused these delays. This limited the
client's ability to identify and address the root causes of the
payment delays
The key challenges to be addressed where
Streamline the payment process in such a way that the claims can be
settled within a week’s timeframe from the date on which it is submitted
Provide an end-to-end visibility into the whole process so that
the bottleneck(s) could be identified and removed
Make payments digitally into the bank accounts of the claimants
so that reconciliation and traceability is easier
Solution
Realising that enhanced process visibility was a precursor to
addressing the challenges effectively, our immediate priority was to digitize the
claim and payment process. We identified key process indicators
essential for pinpointing bottlenecks and areas of backlog. Using
ViewZen Analytics, we visually represented this data, facilitating a
clear understanding of our observations and insights
We were able to quickly identify and eliminate a
few actors and steps that were not adding much values in the payment
process but were contributing to the overall pendency. To the claimants
we gave the facility to track the claims throughout the process, right
from the time it is raised until paid.
Results
The following results have been achieved
Over 7,000 claimants now receive their payments within a
week of submitting the claim
Complete visibility into the outstanding claims has led to better
projection of cash flow needs for the organization. Visibility
into unraised claims and past claims is helping the organization
to create more accurate provisions for such liabilities
Supervisors are emphasising timely measurement of work
and approval of payments
Complete digital record and payment related information has reduced
grievances and increased grust on the system
About ViewZen Labs
Established in 2020 in Chennai, ViewZen Labs is a product-centric organization. Our product suite includes product for development of cross-platform applications, data integration, visualization, and artificial intelligence/machine learning (AI/ML). Our marketplace provides pre-built solutions to meet diverse business requirements across industries.
