Ricoh has been doing some fantastic work in the area of combining AI, SaaS delivery models, and turnkey outsourced staffing as part of its new vision for digital transformation. The focus of this talk is around the incredibly complex processes within claims processing of all types, and the ramifications for organizations attempting to take the entire apple all at once.
While many organizations tend to take problem-solving from a tools perspective, there is so much to be addressed that goes beyond the selection of appropriate technology; not to overuse a term, but if the “people and process” portion of a digital transformation project isn’t handled with as much attention to detail as the efforts on evaluating and reviewing technology, things tend to come out with results much lower than what was expected.
Simply put, a holistic review of a process and all of the stakeholders involved (both internal and external) is the fundamental “square one” at which to start. From there, it’s about taking stock of what is going on, where the bottlenecks are, and what can be addressed.
Think “workflows”, “people” and “systems of record” before new technologies.
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