Claims Management Software System

Resolve customer claims efficiently

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Why automate claims management with Esker?

Esker Claims Management software streamlines the claims processing system, enabling Customer Service departments to handle customer issues and safeguard customer satisfaction in Australia efficiently. Using AI-driven data capture and automated workflow capabilities, Esker effectively manages logistics claims involving shortages and damaged products and financial claims linked to price discrepancies and promotions.

  • Centralise claim information

    Consolidate & track claims from various sources (email, EDI, short payment) in one location.

  • Enhance process visibility

    With real-time KPIs & charts, gain insights & trends on claims processing by date, type or customer.

  • Ease cross-department collaboration

    Promote collaboration with other departments through an approval workflow & an internal chat tool.

What our customers say ...

“We know that efficiently resolving issues is a key aspect in maintaining customer loyalty. That's why we needed a solution like Esker's, tailored to our organisation and requirements.”​

Javier Fernández-Linares, Customer Service Manager, Sanofi

"Esker’s AI technology automatically captures data from supporting claim documents, saving our team a lot of time and effort. This has also allowed us to guarantee excellent service to our customers by immediately managing the information sent to us."​

Núria Piñol Pedret, Customer Service Manager, Nestlé España

Dashboard & analytics

Effectively manage any situation with complete visibility

Customer Service managers can track aged claims and processing times using easy-to-use dashboards in our software. These dashboards display pre-built KPIs, charts, and reports in real-time, allowing managers to efficiently monitor the status of claims. Sort claims by type, date, customer, or approver to identify trends and workflow issues.

Compliance concerns? Esker’s got you covered. Full transparency and accountability are ensured by maintaining a complete audit trail of every touchpoint in the claim verification and approval process.

 

Tools to digitally transform the claims process

Bid farewell to manual data entry challenges

Using multiple layers of AI technology, Esker's software captures data from emails and documents in Australia, enriching claims with accurate information and ending manual data entry! Constructed with a suite of technologies emulating human intelligence, Esker Synergy AI extracts data from customer-supporting documents such as credit note requests, discrepancy notices, or email bodies.

For efficient processing, Esker Synergy captures essential header information (claim reference, customer name, amount, or order number) and line details (products, quantities, or prices).

Accuracy is continuously improved over time as Esker Synergy automatically adjusts to layout changes and incorporates insights from user corrections.

Validate or contest claims rapidly & accurately

Esker incorporates a pre-set multi-level approval workflow into the software, tailored to the claim type (logistics or price-related) and amount. This enables users from different departments to examine and either approve or challenge customer claims (supply chain reps for matters related to delivered products, sales reps for issues pertaining to price discrepancies, etc.).

Easily adapted to specific requirements, users within the workflow can enhance the claim case with extra information and associated documents, as well as add other colleagues to the claim workflow as needed. Furthermore, by connecting the customer claim with the associated internal documents such as order, invoice, or delivery note, employees can easily retrieve all necessary information, facilitating prompt and precise processing for approval or dispute resolution of claims.

Automating the creation of credit notes

Esker's solution seamlessly integrates with any ERP system, including those used in Australia, through the Esker Connectivity Suite, which offers various options for ERP integration, including middleware, APIs, or managed file exchange. This simplifies the process of implementing a solution in a hybrid ERP environment.

When used in Esker Claims Management, the integration capabilities generate claims from customers’ short payments, facilitating the tracking and subsequent investigation of those claims by CSRs. Once claims are resolved or approved within Esker's solution workflow, they can be automatically recorded in the ERP system as a credit note or on a general ledger account.

Improved communication converges with enhanced collaboration

CSRs can easily add participants to a claim, facilitating informal information gathering without having to navigate through formal approval workflows. Internal conversations are visible to all contributors directly on the claim.

Users can also engage with customers, clarifying or disputing claims using external conversations. Pre-built email templates are available to help ensure effective and consistent communication while adding a personal touch. Customers’ answers are automatically attached to the claim for clarity and information retention.

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Frequently Asked Questions About Claim Processing Software in Australia

1. What are the key features to look for in a claim management system?

When selecting a claim management system, key features to consider include automated workflows, real-time analytics, multi-level security measures, and flexible integration capabilities with existing ERP systems. Additionally, integrating customer enquiry management software within the system enhances its efficiency, enabling quicker and more accurate responses to customer queries. These features streamline the processing of claims, ensuring efficiency and accuracy.

2. How does claim processing software improve efficiency?

Claim processing software enhances efficiency by automating routine tasks, reducing manual data entry, and speeding up the resolution of claims. This automation allows for quicker turnaround times and helps customer service teams in Australia manage multiple claims simultaneously without compromising on quality or customer satisfaction.

3. How does the software handle data security and privacy?

Our claims processing software adheres to Australia's stringent data security and privacy regulations to protect sensitive information. It employs advanced encryption, secure data storage solutions, and compliance with local and international data protection laws, ensuring all customer data remains secure and private.

4. Does Esker AU provide training and support?

Yes, Esker AU offers comprehensive training and support to ensure users are well-equipped to utilise our claims processing software effectively. We provide initial training sessions, detailed documentation, and ongoing support through our dedicated Customer Experience and Support teams to assist with any queries or issues that may arise.

6. Who should consider adopting a claim processing software?

Industries such as healthcare, food & beverages, building materials manufacturers and large corporations should consider adopting a claim processing software. These sectors often handle a high volume of claims and require robust systems to manage these efficiently and securely, making such software an ideal solution to meet their needs.

You’re in good company. Explore some of the other companies and AP leaders that have benefited from automating their processes with Esker.
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