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Operational Excellence

Synpulse has a long tradition of conceptualizing and implementing future-proof business models. This practical experience enables Synpulse to see complex projects through to their successful conclusion, from the preliminary study, through design and analysis, to successful introductions in health insurance (e.g. Adcubum SYRIUS®), reinsurance (e.g. SICS), life and non-life insurance.

Main Contact

«Efficient processes are the basis to fulfill the manifold promises made to customers while, at the same time, reducing costs of the insurance business. Together with standard software producers, we master the tension between agile front- and stable backend. For successful introductions of large-scale projects, we offer tailor-made project methods and industry-specific process models.»

Julia Neufang
Associate Partner
 Julia Neufang

Target Operating Model

Business models are increasingly under pressure and the long-term competitive success of a company depends primarily on how it prevails in consistently aligning strategic success factors along the value chain – and the Target Operating Model (TOM) is the lever serving that purpose. The TOM is the «how» to turning business strategy into reality.

A target operating model provides a vision of the desired state of operations for a company and is necessary for the sustainable success of the business. The TOM follows the strategy of the company and is important to define when starting a new business, entering a new market, selling a new product or acquiring other firms.

The impacts of having a well-defined TOM are wide ranging and include:

  • Flexibility to deal with ever changing market situations - shorter time to market
  • The ability to scale up capacity quickly
  • Lower risks from having a stable operations environment
  • Long term cost savings from an efficient operating model

Synpulse can support national and international financial service providers with the definition, implementation, and adaptation of their TOMs for mergers and acquisitions, business field expansion, and market entry. We look specifically at the four building blocks of a TOM: Organization, partnerships, services and technology.

Some of the key elements we examine at as we guide you along the journey of building your TOM:


  • Your value chain and associated processes
  • Outsourcing possibilities


  • Structures and responsibilities
  • Workload modelling


  • Cooperation models
  • Vendor evaluation and options


  • IT architecture and data flows
  • Online versus offline sales

Synpulse has created TOMs for our clients in banking and insurance and has the expertise, tools and experience to ensure you succeed with your goals. We understand the challenges. We have solutions. We work together with you.

  • Silvan Stüssi
  • Esther Charlene Ung
Silvan Stüssi
 Silvan Stüssi
Esther Charlene Ung
 Esther Charlene Ung

Claims Classificator

Current insurance claims classification frameworks use arbitrary boundaries in dimensions like claim amount and «degree of complexity» to categorize claims for further processing. The following steps are heavily affected by this first assessment. Claims are allocated by strict and inflexible boundaries (often determined in order to reach a certain percentage of «automation»), even though the first classification might not be correct or new information arises during the claim handling process suggesting a different category.

This leads to the subpar situation, that claims which do not actually need specialist attention but may nevertheless be classified as such, tie the already limited resources of the experts. On the other hand, there may be unjustified claims just below the respective limits that are automatically accepted and settled.

To achieve an optimal and automated handling of each claim, they should be categorized efficiently at an early stage in the process and altered when necessary, with flexible boundaries and based on a set of different criteria.

Synpulse has the know-how and experience to support you with building and / or optimizing an efficient and modern claims classificator system by implementing the appropriate tools, methods, and concepts.


Clearly defining and planning automated claims settlement and management processes from scratch helps to avoid unnecessary delays or administrative costs and to optimize the availability of information and the use of resources. Based on the claims process in place, claims are classified such that boundaries between categories become multi-dimensional and less rigid.

Data Preparation & Big Data

The claims classificator gathers all incoming information and analyzes it automatically. While an optimal segmentation may be found by means of multi-variant statistics, we use machine learning techniques. This includes the analysis of patterns and leveraging information in detailed descriptions of a claim or correlation between different claims. To that end, structured and unstructured data is analyzed.

How we can help you

Synpulse combines the industry experience of claims process and management and the knowledge in state of the art IT tools and techniques. With this skill set – and with a fully implemented prototype for the claims classificatory tool – we can ideally address your needs in claims classification and enable you to benefit from the following advantages:

  • Improved classification of claims based on all the information available
  • Appropriate management of cases from the beginning of settlement process
  • Optimized resource allocation and decreased administrative costs
  • Continuous improvement of claims classification
  • High flexibility and scalability of process
Marco Fell
Associate Partner
 Marco Fell


Business life continues to pick up speed and become more complex. That is why, more than ever, good advice today cannot end in strategies and concepts, but must take into account implementation as whole. At Synpulse Management Solutions AG, we combine all of the expertise necessary to translate your requirements into bespoke software solutions and integrate these into your business organization as optimally as possible.

In the following overview, we would like to present some of our offers in detail:


Information about one’s own clients must be compiled, analyzed, and the resulting information prepared in such a way that it offers added value; digitalization and increasing costs — not to mention time pressures — make this process increasingly difficult. Sales organizations need solutions that can be integrated clearly, quickly, and flexibly into the operational and organizational structure.

BusinessRadar is a selection and analysis tool that has been developed continuously in many projects since 2001. The Software Suite already incorporates more than 15 years of expertise from various companies, industries, and countries.

BusinessRadar also affords large sales organizations an end-to-end view of client data, from employee to the Board of Directors, from strategic KPIs to individual data records. By flexibly combining the widest range of modules, BusinessRadar complements existing system landscapes to suit your needs exactly.

What can BusinessRadar do for your business?

  • Quick access to information for thousands of users from specialist departments and management
  • Instant application of analytical findings by means of operative actions
  • Prompt and accurate handling of sales processes
  • Pinpoint allocation of the marketing and sales budget

Sales Compass

In light of increasing competitive pressures in the financial services industry, the competitive ability of many sales divisions must be increased: this can only be achieved using strategic sales management. Integral elements of such management include dedicated sales planning, a clear commission system, and integrated sales controlling, which provides information in a timely and effective manner. Client and brand-related KPIs must be included in addition to the production-related KPIs, which were used almost exclusively in the past.

The Sales Compass is a sales management and planning system across all sales channels for use by management. Using the solution, all relevant business information, such as production, stock, remuneration, agency, performance, client and cost information, can be made available in real-time in various role concepts. Innovative KPIs and control parameters can be defined directly by the department and immediately updated (online) in the reports.

What can the Sales Compass do for your company?

  • End-to-end control system involving all sales channels and management areas
  • Integration of existing planning and control tools (avoidance of isolated solutions)
  • Corporate guidelines and value orientation displayed in planning and control tools
  • Significant increase in transparency and validity using cockpits and KPI design
  • Efficiency gains as a result of a reduction in process run times, error prevention
  • Compliance with audit integrity and Solvency II requirements


Dr. Dirk Arndt
Executive Director Synpulse Software Solutions

Syrius Services

Syrius Services (Operational Excellence)

Old systems and their documented customer processes serve as a starting point of several planned projects. Whether these are available in detail, outdated, or unavailable, our approach supports process re-engineering projects and old system solutions using, for example, a standard software package such as SYRIUS - the leading platform for patients in Switzerland - and accident insurers.

The process model developed by Synpulse over the course of several implementation and optimization projects is inspired by agile project methods, and breaks away from the classic waterfall approach. From the outset, notable changes made by the customer are documented, and the specific requirements of the customer are recorded using system processes and workflows. In iterative sprints, one issue after another is processed, addressed in depth, and transferred to specific sub-projects such as parameterization or document specification. The resulting uniform documentation can be used as internal process documentation, as well as in test cases and in the maintenance and operating phase.
Standard software packages, e.g. SYRIUS, allow a great deal of freedom in the parameterization of business rules, object occurrences, and process configurations and permissions. Some implementations are more efficient and can be processed automatically, whereas more conventional implementations are more complex or high-maintenance.

Synpulse provides support throughout the process, from gap analysis and business requirements engineering, to the parameterization and testing of Aducubum SYRIUS, and is consistently oriented toward standard processes. As a result of several years of experience in parameterization, parameterization management, and the application architecture of SYRIUS, our consultants can offer appropriate and efficient implementation solutions ranging from IT architecture and interface design to pure parameterization implementation, e.g. workflow, service, or authorization parameterization.

Our team of consultants can rely on the expertise gained from a number of successful SYRIUS rollouts, the reference process model INSURANCEINABOX®, and the dedicated project method SPEEDmethod® SYRIUS. Synpulse therefore enables the very fast, efficient and sustainable implementation of its projects based on a system- and process-oriented approach.

  • Markus Steinemann
  • Ingo Muschick
Markus Steinemann
Associate Partner (Topic Expert)
 Markus Steinemann
Ingo Muschick
 Ingo Muschick

Robotic Process Automation (RPA)

What is Robotic Process Automation or in short RPA?

A RPA ‘robot’ is a software application that replicates human user interface actions. The robot operates on the user interface (UI) in the same way a human would. This means the robot can interact across interfaces and can be easily integrated in a non-intrusive way. Examples for robot activities could be data entry into systems, reporting, reconciliation or even full end-to-end business process automation. A robot frees up time for human users for more valuable tasks.

In the near future the robots will even be able to learn. This new generation of robots have to be trained. Therefore it is a good time to start investing today as robots will create data required for future artificial intelligence applications.

What pain points can RPA address?

On insurance side, we experienced issues first hand which could be addressed by RPA. To mention a few:

Robotic Process Automation can be adopted along the whole insurance value chain, creating value and optimizing processes.

How we can help you

We offer you a structured and quick approach to identify and evaluate your RPA potential, RPA feasibility, tools, prototyping, testing, and deployment. As a plus you can profit from our extensive «INSURANCEINABOX®» and «REINSURANCEINABOX®» process models, our experience in defining operation models and leading digital transformation programs.

Advantages of RPA

  • Increase process efficiency
  • Increase quality (100% accuracy)
  • Free up time and resources of low added value tasks
  • High scalability, flexible time, and resource allocation
  • Low cost of develoment with short payback period
Julia Neufang
Associate Partner
 Julia Neufang

Training Solutions

Banks and insurance companies are subject to constant organizational and technological change. Precisely where major restructuring or launch projects are concerned, professional training is key to success. In «Training Solutions», Synpulse has developed a methodology for mastering these challenges with modern and effective training solutions.

If you are facing the challenge of implementing a major change project in your organization, Synpulse is the ideal partner for your internal communication and training. «Training Solutions» is the methodology we have developed to prepare your organization well in advance for change.

Our first step is to explore with you your communication and training needs. Then we jointly decide on the most suitable training resources. Whenever possible, we use modern tools such as e-learning, webinars and e-classrooms. This gives you maximum effectiveness at minimal cost.

Precisely where international projects are concerned, it is essential that training can take place independent of time and place and that assessment is automated. Traditional training methods often break the agreed budget with the cost of travel alone, which frequentlyoften makes this option unviable.

We employ «Training Solutions» continually and successfully in projects and optimize it on an ongoing basis. Its pragmatic approach and the mix of training resources in particular mean that our clients can tailor the training process to their needs. It also means that we can make adjustments as and when they are required. Our customers additionally benefit from experienced Synpulse project team members, whose expert knowledge and skills from an insurance and banking background make them highly effective in putting together training packages.

«Training Solutions» is an ideal way of meeting a large-scale need for training. Our clients benefit from our many years of expertise. We help you to achieve maximum effectiveness from your training at minimal cost and working with modern tools and resources.

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