Changing from one digital system to another is often unavoidable. Last year, the National Institute for Health and Disability Insurance (RIZIV) was looking for a new, high-performance case management platform. RIZIV's operations are mostly focused on cases or dossiers. This means that different departments within the organizations often work simultaneously on the same case. As their previous case management platform was introduced in 2013, it was due for replacement. Together with Cronos Public Services, we implemented an Appian solution: the ideal engine for collaborative work that combines intelligent automation with low-code development for applications and case management. This way, they can streamline and unify the workflow for complex cases even better.


"We needed a software package that fully meets our needs, so we were looking for a partnership with an organization that would take care of all the licenses, support us in the implementation, and was able to help us with internal knowledge building," according to Milena Mitrovic, Portfolio Manager at RIZIV.

RoboRana and RIZIV were therefore a match made in heaven. Together, we made the switch to Appian, which should not be underestimated as the daily functioning of RIZIV could not be compromised during this time period. Moreover, this also applies to RIZIV's external partners, such as care centers and health insurance funds, which had to keep running. At the end of 2020, we launched a small-scale pilot project to prove Appian's value. With success, because in the meantime, three new projects are running and we believe other business cases may appear.

Milena Mitrovic explains: "The pilot project was an excellent opportunity to get to know RoboRana better. The team quickly understood our specific needs. For example, we did not need customized solutions, but standardized low-code applications so everyone can work in a uniform way."


For RIZIV, it was important that the previously acquired experience with case management did not go to waste. As RIZIV's consultants and external staff have built up a lot of expertise, they can now integrate it into the new platform. Internally, they also have a number of specialists in Appian. They consult closely with our RoboRana-team and together, we work on new, more generic solutions. As the Appian platform enables our teams to deliver results rapidly with their low code development and resilient management platform, we can transform RIZIV's business processes in a scalable way. The existing cases already prove the robustness of end-to-end automation.

"In a situation like this, there are always risks for both the customer and the supplier. This is, even more, a challenge when you introduce a new software platform within an existing structure in a short amount of time. However, in this case, we learn from each other. We have close cooperation with RoboRana thanks to very transparent communication. We can fully rely on their competencies and knowledge," according to Milena. To be continued!


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