In this Celosphere 2023 Interview, Acceleration Economy’s Tom Smith and Faika Halici, Senior Director, Customer Advocacy at Celonis, chat with Mark Klein, Chief Digital Officer (CDO) of ERGO Group while on location in Munich, Germany. They provide insight into how the integration of insurance functionality with Celonis technology has developed over the past year.
Highlights
ERGO Group is active in the health and life insurance fields, particularly in Europe.
ERGO Group Using Celonis Tools (01:18)
Being process-driven is relevant in the insurance industry. ERGO Group has been immersed in process mining technology since 2021 after recognizing its huge potential. It has done two pilots before building its Competence Center. In 2023, ERGO Group is starting with 16 processes. With this many projects, ERGO Group has around 160-190 people working with Celonis tooling.
At Celosphere, Celonis announced new products, including the Process Intelligence Graph and Process Copilots. Klein acknowledges the importance of creating transparency, having an end-to-end process, and understanding it, as well as knowing where to optimize and digitize processes. “For me, the opportunity to really open up boundaries not just inside the company but also looking at partners” is something he considers of value when applying Celonis tech.
Democratizing Access to Process Mining (04:07)
Celonis has taken steps to democratize access to process mining and related offerings, helping organizations, such as ERGO Group, now and in the future. Klein shares that ERGO Group has started providing basic tooling to all its entities, empowering both employees and customers. He says it’s only a matter of time before more training is conducted to better optimize the tools.
Co-Creation and Celonis Developments (05:07)
At Celosphere 2022, ERGO Group made a significant announcement with Celonis around co-creation, adding insurance-specific functionality to the Celonis system. Klein provides an update on the current status of how this co-creation effort has progressed.
They have done a pilot on cost mining, which was fresh last year, to improve employee experiences. He reports success with the outcomes of that testing. They also tested for functional innovation, enabling users to check if a bill was paid twice or track how many contracts were made and if conditions were met with a company.
More developments are coming out of Celonis Studio that Klein says they have yet to leverage within the claims process. However, ERGO Group is leveraging the Intelligence API. “I’m convinced that the Intelligence API will open up for external applications that we can integrate in the process,” Klein comments.
Looking Ahead to 2024 (08:15)
ERGO Group is looking to have 55 processes active by 2025 — so this next year will involve the organization increasing from its current 16 processes. It aims to make the power of the technology transparent in the different segments of health and life insurance fields. “We strongly believe that once we have implemented in one country, the second process will follow — and we already see that so right now, we are going for an international rollout,” he says.
The company will have to consider how to integrate more via the Intelligence API offerings as well as integrate large language models and AI.
