Assura’s Canterbury Earthquake Reinstatement Management System was provided to MWH Recovery to deal with the unprecedented demand in the wake of the Canterbury earthquakes.
MWH Recovery, who manage rebuild and repairs for their clients Vero and AA Insurance, were thrown into a particularly tough situation. The system built by their parent company to manage the response to other natural events, including Hurricane Katrina, proved difficult to modify for the unique challenges faced in Canterbury.
This was the result of the ongoing succession of new events. With every damage-causing aftershock came a spate of new insurance claims, often on the same properties. There were also land zoning announcements from the government, and changing prioritisation levels as insurers managed a highly complex and evolving situation.
In urgent need of a new programme management system, MWH turned to Assura’s Canterbury Earthquake Reinstatement Management System (CRMS). This was quickly configured on the Assura platform and installed following the largest earthquake in February 2011.
“By building a workflow-driven data base we ensured that all business processes were followed within the quality parameters required in this complex recovery programme,” said Grant Boore, Programme Services Manager, MWH
“The rapid design and deployment of this specially-tailored data system ensured that we were able to not only manage our reinstatement capability, but also report accurately our progress to the client.”
The CRMS takes claim information lodged with the insurers and links each claim to the relevant properties, people and reinstatements.
As a result claims were handled holistically, with response times measured in hours instead of days; affected contacts and stakeholders quickly identified, and communications started.
Rebuild and repair works as well as on-going liaison with claimants, property residents and owners were all handled by the CRMS. It managed workflow processes, project milestones, invoices and contract management, and generated activity reports for both clients and stakeholders.
In addition to managing repairs, rebuilds and reporting, the MWH Recovery call centre also used the CRMS to improve customer communications. By creating a comprehensive set of Frequently Asked Questions (FAQs) and process flows to handle both proactive and reactive communications, most calls were answered directly by the call centre team, reducing the impact on stretched project managers.
MWH Programme Manager Chris Pile particularly valued the CRMS’s ability to report on both programmes and contracts, as well as manage work scheduling on a single platform – something that off-the-shelf software can rarely do.
For the 180 plus MWH staff who use the CRMS, it meant being able to efficiently play their part in speeding up the Canterbury rebuild.
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