The Patra Perspective: Strategic program management for enterprise success
Streamlining processes and procedures:
Implementing best practice workflows:
Fostering change management and partnership:
I’m April Shaling. I’m the vice president of solutions architecture for Patra’s retail division.
So one of the biggest trends we are seeing is a direct result of trends we’ve seen in the past of M&A. So large enterprise organizations who have undergone rapid growth through M&A, once the dust settles, find themselves with agencies across their footprint who might be using different agency management systems and there’s no consistency in the processes and procedures for the policy life cycle, which directly impacts their ability to cross utilize staff between the organization. We’ve helped numerous enterprise organizations streamline their processes and procedures through support in strategic program management.
We do this in key areas during the onboarding process. We first want to start with a roadmap: How are we going to roll out these services? What services are we rolling out? And what does that look like at the end of implementation? Once the strategy has been developed and the scope of work has been clearly defined, we’re going to work with your agencies on pre- and post- conversion work. So, to ensure that the data that is in their system is accurate and that all the necessary data to engage in Patra services is in their system appropriately.
We then introduce best practice workflows. So using our twenty years of insurance industry experience, we’ve developed very efficient workflows that are streamlined, very easy to navigate, and cover 90% of the work that we’re performing on behalf of our clients. This is also a really great tool to use when an agency is moving from a different agency management system. It lessens the curve and gets them up and running more quickly.
Then we help drive change management and adoption of services. So at Patra, we feel it’s very important for the people who we are going to be interacting with on a day to day basis to understand who we are, what we are implementing, and how we are going to support them going forward. We want them to view us as a partner and trust that we are there to support them day to day.
In order to measure the success of a partnership, I think the key word to focus on is partnership. If all key stakeholders are aligned on the vision, the outcome and the roadmap to get there, I think the partnership will be a successful one.
Strategic program management is essential for retail insurance organizations, especially those navigating complexities following mergers and acquisitions (M&A). After rapid expansion, many enterprise organizations are left with agencies operating on different systems, lacking standardized processes, and facing inefficiencies in policy lifecycle management. Without consistency, operational bottlenecks arise, limiting the ability to cross-utilize staff and deliver optimized services.
At Patra, we specialize in helping insurance organizations overcome these challenges through tailored insurance outsourcing services. Our proven approach begins with developing a detailed roadmap that defines the scope of work, roll-out strategies, and success benchmarks. During pre- and post-conversion, we prioritize data management, ensuring accurate and comprehensive system records to facilitate smoother transitions and efficient workflows.
Leveraging over 20 years of experience, we introduce best-practice workflows designed to streamline operational efficiency across all agencies. These workflows are particularly invaluable during system migrations, minimizing learning curves and accelerating adoption.
Our focus on strategic management extends to effective change management and fostering trust with agency teams. By positioning ourselves as an integral partner, we ensure staff understand how we support them daily, cultivating confidence and collaboration.
Ultimately, successful insurance BPO initiatives depend on partnerships aligned with defined visions and outcomes. Through seamless integration and forward-focused solutions, Patra empowers retail insurance organizations to achieve enterprise-wide success while delivering consistent, quality service to their clients.
Unlock your potential with Patra’s strategic program management today.
About Patra
Patra is a leading provider of technology-enabled insurance outsourcing services and AI-powered software solutions. Patra powers insurance processes by optimizing the application of people and technology, supporting insurance organizations as they sell, deliver, and manage policies and customers through our PatraOne platform. Patra’s global team of over 6,500 process executives in geopolitically stable and democratic countries that protect data allows agencies, MGAs, wholesalers, and carriers to capture the Patra Advantage – profitable growth and organizational value.