Background

Crawford & Company is a provider of claims management solutions to insurance companies and self-insured entities, with a global network of more than 700 locations in 63 countries. The Crawford System of Claims Solutions offers integrated claims services, business process outsourcing, and consulting services for product lines, including property and casualty claims management, warranty inspection, workers’ compensation claims and medical management, and legal settlement administration.

Challenge

Crawford & Company has a long tradition of providing specialized classroom training to the insurance industry. With the evolution of technology, it made sense to move most of the curriculum online, reducing the investment insurance companies are required to make by sending adjusters out-of-state for training with high costs of travel, hotel, and classroom training fees. There were several key factors in the system identified as crucial in order to be superior to the competition.

• The system needed to have global capabilities with localization support.
• The capability of creating virtual LMSes on the fly with deep brand customization for clients.
• Support tracking of LMS usage per company.
• SCORM 1.2, 2004, and AICC compliant.
• Allow the purchase of Training Materials online.
• Integration with Compliance Genie, a Continuing Education application for the tracking and processing of CE Credits.

Solution

Crawford chose WBPRO to develop the KMC because of the comprehensive and robust proposal of features for the Learning Management System and commitment for on-going support.

Branded and Flexible Management. Insurance companies are concerned about keeping their brand parallel with training and continuing education offered to their employees. To solve this problem, WBPRO developed a system that creates LMSes within minutes with multiple branding options and personalized URLs. A complete LMS can be customized and set up with assignments in less than five minutes with SCORM-compliant courses, performance support documents, podcasts, and other learning materials. The system supports several levels of hierarchical management, allowing large corporations with thousands of employees and hundreds of offices to easily manage the training needs of all of their employees, regardless of location and field, with easy-to-use assignment tools and detailed reporting. The global roll-out of training materials is made possible with advanced localization features, allowing the addition of new languages at any time and enabling employees to take training in their native language. The Learning Management System was created following the eLearning standards of SCORM 2004 and AICC, making the courses compatible with all major LMSes.

State Approved Continuing Education Credits. The system is seamlessly integrated with the Compliance Genie, an insurance industry leading Continuing Education Tracking and State Credits Processing application. With the KMC and Genie, Insurance Adjusters, Agents, and others are able to track all licenses in more than 24 CE-required states in the US and 17 provinces in Canada. Users can apply for CE credits on state-approved courses, all within the application. Compliance Genie is a WBPRO-developed application.

Customize your Own Content. Managers with enough permission on each personalized KMC are able to edit their courses directly from the system with no software to install or advanced technical knowledge needed. All courses are generated on a HTML5 interface with audio, video, and images, with several Quiz templates and Mastery Tests compatible with all modern browsers, including tablets. Course development and customization is done in the Global Content Management System (GCMS), a WBPRO-developed application.

Independent Adjusters. Independent adjusters can purchase courses directly on the KMC and apply for CE credits. The KMC communicates via Web Service with Crawford’s Ordering System, creating accounts for learners and assigning purchased courses.

WBPRO’s Ongoing Support to Crawford’s Success. WBPRO provides Crawford with a dedicated team of senior software engineers and consultants focused on supporting it and its global clientele with all technical and maintenance needs.

I have worked with WBPRO for the last few years and I have found their work product to be of high quality. They are conscientious in their endeavors and reasonable in their cost. They consistently try to make the project or product better and are flexible with last-minute changes and upgrades. When I needed more resources, they were able to adjust and meet my needs. They have been a good company to work with.

Colm Keenan
Vice President, eLearning Services