1201353 2002 spring amp3.qxd - Atlas Van Lines

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Atlaswww.atlasvanlines.com – online services – online claim formIntroducing aSleek New FormClaim filing goes online, emphasizes ease and convenience.Call it an idea whose time hascome. On December 17, 2001, theAtlas electronic claim form wentlive, marking another majoradvance in the application ofinformation technology for Atlasagents and their customers.The debut culminates an intensive,coordinated effort by AtlasClaims and IT experts to bringadded convenience and simplicityto the claims process.“We tested heavily from thestart,” says Jan Martin, vice president,claims administration andcustomer relations, Atlas VanLines. “We wanted to make surethis form was easy for everyone,no matter how much or how littlecomputer experience a usermight have.”Test groups included peoplewith no industry knowledge andlittle or no computer experience,as well as technically savvy userslike Tammy Ellerman, corporateclaims manager with Atlas agentNelson Westerberg.“This is a phenomenal program,”says Tammy. “To myknowledge, there is nothing elselike it in the industry.”Shortening thedistance tocustomer satisfaction.Anyone who’s ever beeninvolved with a claim knows thatthe sooner the issue is resolved,the happier everyone concerned.Which is, perhaps, the greatestadvantage of the online form. Itslashes time from the process,thereby shortening the distanceto customer satisfaction.In preelectronic days, the distributionand receipt of claimforms relied on mail and fax.When hard copy was submittedto Atlas, the information thenhad to be entered into a databaseby Atlas claims personnel. Now,the data the customer entersonline goes right into the Atlasmainframe. As a result, thosewho manage the process stand togain a major productivity boost.“Much of our time has beentaken up with entering data,”says Tammy. “This has the potentialto free us up to better focuson what we do best—adjustclaims.”Those involved with sales alsosee benefits in the new process.“I’ve found that addressing theissue of claims up front is advantageouswhen I’m selling tonational accounts,” says MikeMcCarthy, vice president,Golden Van Lines in Longmont,Colorado. “It allows me to takean inherent negative and turn itinto a positive. Now, the onlineclaim process makes the positiveaspects even stronger. Customersare looking for ways to maketheir lives easier. This answerstheir needs.”“This is a phenomenal program.”– Tammy Ellerman,corporate claims manager,Nelson WesterbergHow the claimform works.To access the online form, acustomer goes to “online services”at the Atlas web site andclicks on “claim form.” Log-in8 Amplifier Spring 2002
Many new screens are available to helpAtlas agents and customers.“I.T. Help Desk sheets” arebeing distributed every two weeks throughMay – to introduce just a samplingof the new electronic services.requires a registration numberand states for origin and destination.The form itself is designedso the user must enter all necessaryinformation for a legallyvalid claim. A “remarks” fieldallows claimants to enter as muchexplanatory information as theywould like, which can provideample background information tohelp in processing.Headquarters staff workedclosely with a locally based ITconsulting firm to develop thefront end for data capture. AtlasIT experts engineered the interfacewith the mainframe system.Joab Schultheis, Atlas businessanalyst, coordinated the project.“We designed the system toautomatically notify all partiesinvolved,” says Joab. “Bookingagents, shippers, drivers, all getan e-mail letting them know assoon as possible when a claimhas been filed.”“When we receive notificationof a claim, we want to be asproactive as we can in ourresponse,” says Mike. “This systemcreates a proactive atmospherefor everyone involved. Itenables us to begin investigatingright away. When you recoverquickly, it can make you the customer’shero.”The thing Tammy likes most isthe customer-friendly design.“We don’t have to guide peoplethrough the process, it is selfexplanatory,”says Tammy. “Withthis tool, I think Atlas has againdemonstrated industry leadershipthat truly serves its agents andcustomers.”Online Claim FormFor I.T. help:Click on the tab athttp://atlasnet.atlasvanlines.comOr call the help desk at: Ext. 2900Spring 2002 Amplifier 9
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1201353 2002 spring amp3.qxd - Atlas Van Lines

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