Southwest Airlines: Claims Automation | Riskonnect

Riskonnect Case Studies

Southwest Airlines: Claims Automation

Southwest Airlines has more than 45,000 employees, and over 100 million customers. They fly to 97 destinations in 41 states, Commonwealth of District of Columbia, Commonwealth of Puerto Rico, and 6 near-international countries. Supervisors would complete paper incident forms, submit them in interoffice mail, risk staff would hand-key the data into their legacy system, and file the forms in paper files. Not only was the process inefficient, but they faced the risk of data entry errors and misplaced paper files. Southwest Airlines wanted to unite their business units, such as Fleet Management, Legal Counsel, Procurement, Safety, Attendance & Leave, Workers Compensation, Corporate Insurance, and others. Their dated legacy system could not accommodate their need to expand the system, and to do so would have been too costly.

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