It’s simply the steps you go through to process a task like an endorsement, a new application, a renewal, a claim, and the other “tasks” a CSR has to perform daily.
For 30 years now this has been a workflow driven industry. This is why I became a master at creating workflow manuals for agencies… to teach their CSR’s how to properly process their work. A workflow manual taught the CSR two key things…
1) The steps to the task which was generally broke down by Carrier and Line of Business, and
2) Where to find the tools in their management system to handle the steps, and then how to properly use those tools for the task at hand.
To complicate the process even more, there are generally additional steps when it’s an agency billed policy or a commercial lines policy. Plus, a carrier could require additional information other carriers may not so the workflows for a task could be “carrier specific”.
The Line of Business can also affect the workflow steps. And then to complicate it even further, from software vendor to software vendor, they haven’t made it very easy to use their system for handling all of the steps of a task.
When you consider this industry has been workflow driven since the 1980’s – 30 years – vendors have had plenty of time to create a workflow driven system. But they haven’t. Why not?
It makes sense that vendors haven't been able to create this kind of system when you consider, from my 25+ years experience as an insurance automation consultant, none of them offer workflow training. If you can't teach it, how can you build it into a system?