Philips Dictation supports world’s largest independent provider of claims management and outsourcing solutions
Philips Dictation, by Speech Processing Solutions, the market leader in professional speech-to-text solutions, is helping the world’s largest independent provider of claims management and outsourcing solutions, Crawford & Company, increase efficiency and agility to deliver the highest quality of customer service.
Technology is reshaping the still tradition-bound insurance industry. Forward-looking companies are taking steps to apply these new technologies for faster claims processing and a more customer-centric approach. Claims adjusters must simultaneously be highly accurate, thorough, and quick. Between tasks such as interviewing claimants and witnesses, gathering reports from law enforcement and medical professionals, and conducting on-site inspections, they record copious notes while on the go. As they travel from site to site, they must keep meticulous notes and records, requiring reliable communication and information sharing with a centralized hub for transcription and claims processing.
After a successful pilot, Crawford & Company decided to implement Philips SpeechLive, which includes smartphone dictation, for all claims adjusters in the field. The innovative and flexible subscription-based cloud dictation solution seamlessly integrates with the user-friendly Philips voice recorder app and works in any web browser. This enables adjusters to record, edit and immediately send dictated reports from their smartphone without carrying an additional handheld recorder, reducing turnaround times for transcription and document generation.
“Being able to use the recorder app connected to SpeechLive on a regular mobile phone is much more convenient, and I can even use it while my phone is charging – unlike the handheld recorder, which was not available for use while it was in its cradle,” said Rick Thorpe, a Global Technical Services (GTS) and medical malpractice adjuster on the Crawford team. “The clarity of recordings is outstanding, and I’ve completed 812 dictations to date with zero technical issues.”
The initial pilot program has grown into a full implementation across Canada with more than 500 users and is being considered for adoption in other regions as well.