2011 Customer & Partner Innovation Awards

Announcing winners and finalists!

Customer Service Award: Clal Insurance Enterprises Holdings

Company Overview:
The Clal Insurance Enterprises Holdings Ltd. Group is Israel's leading insurance, pension and financial services group. The group owns insurance companies, insurance agencies, pension funds, provident funds, advanced training funds, loan companies and financial asset management companies. Active in Israel and abroad, Clal has more than 3,500 employees and works with 4,000 insurance agents.

Business Challenge:
Clal's legacy systems were cumbersome and not flexible enough to handle the complexity of its processes. That slowed down processing certain claims. Plus, Clal didn't have a holistic view of a claim across all relevant systems. After scanning claim documents from customers, staff had to read each document, determine the appropriate categorization and then manually type in the classification (or metadata)—a time-consuming and potentially error-prone step. Starting over with new systems was not an option since Clal's existing infrastructure was used by other processes and applications.

Working with Software AG partner Braintribe, Clal built an automated case management solution using webMethods Content Services Platform, which enables processes to be integrated with content from any system. Aspects of the process are unstructured, requiring user interaction or ad-hoc tasks—something the existing system could not handle. Using webMethods Business Activity Monitoring, Clal can track process performance to make continuous improvements. For example, Clal can assess the number of claims it can process in a given period, determine that the ad-hoc QA process is running slowly and then identify the problem's cause.

Business Results:
The solution met Clal's business needs for claims case management while cost effectively leveraging existing IT investments. The solution is agile and scalable for future growth, so the number and type of claims can increase without issue.

Technology Benefits:
The solution integrates unstructured information with the automated business process. One technical benefit, in particular, is that the solution supports "step waits." This is valuable because, to process a claim, Clal receives multiple documents at different times. These documents need to be validated as required or optional for the process to continue its flow.

Why Software AG?
Clal chose webMethods because it is an industry-leading BPM solution, and Software AG had proven its success with BPM projects at other leading enterprises. Additionally, Clal found Software AG's webMethods Content Service Platform an agile content and information management platform that simplified the context-appropriate use of a wealth of available information, both structured and unstructured.

Back to Winners

In this section


  • Process Excellence Achievement: Aselsan Inc.
  • Process Excellence Vision: Medtronic
  • Innovation: DHL
  • IT/ Business Alignment: RWE
  • ROI: CIMB Investment Bank Berhad
  • Productivity: AutoTrader.com
  • Partner Innovation: Cognizant