Case Study: Visana achieves 20-minute policy issuance and real-time workflow visibility with Camunda Optimize

Swiss health and accident insurer Visana visualizes its workflow processes with Camunda Optimize, processing around 32,000 documents per day

Visana, a Swiss health and accident insurer serving over 820,000 private customers and 14,000 companies, needed to accelerate workflows and improve its digital customer experience while handling around 32,000 documents per day and up to CHF 12 million in daily treatment payouts. To meet its service promises (policy issuance within 20 minutes and benefit payments in an average of eight working days) the company integrated Camunda BPM into its stack in 2016 and adopted Camunda Optimize in 2018 to visualize and monitor processes.

Camunda deployed a solution where Camunda BPM orchestrates Visana’s core systems, CRM and incoming‑mail/document processes, while Camunda Optimize delivers real‑time dashboards, heatmaps and demand‑driven reports. The Optimize visualizations let Visana spot bottlenecks, detect technical errors faster, plan capacity for peak times, and check service targets (e.g., policy and payment SLAs); dashboards show automation metrics such as 376 fully automated applications vs. 18 requiring manual intervention. By using Camunda, Visana reduced development overhead for reporting, improved process quality and is able to reallocate work (impacting roughly 25% of job functions) to higher‑value tasks.

Visana