Heartland Mutual Insurance

Session plan

Three hours · Tuesday, 9:00 AM · Facilitated by Ravi Menon · CDW

Open live session

How this session runs

Who runs it

Session format

Practice sponsor: Tom Brennan · CDW AI & Data Practice Lead

Three-hour agenda

1Where it hurts30 min“Walk me through what happens when a claim arrives.”

2Volume and cost40 min“How many claims a day, and what does one cost you to handle?”

3Constraints30 min“What would have to be true for compliance to sign off on automated extraction?”

4Shape the pilot45 min“If we proved this on 500 real claims, what would convince you?”

5Owner and ask30 min“Who owns this, and what are we asking Karen for?”

Document-heavy intake typically surfaces a $2m–$9m annual opportunity. Source: curated pattern library.

Who needs to be in the room

Dana Reyes

VP Claims Operations

Owns the operating outcome and can sponsor the pilot.

Michelle Dorsey

Claims Supervisor

Brings the frontline workflow and handling-cost evidence.

Alex Chen

Senior Developer

Can confirm integration constraints and own the pilot.

Robert Osei

Compliance Officer

Warning: sessions that invite compliance late lose two weeks.

Sandeep Nair

Director of Infrastructure

Confirms data access, security, and deployment boundaries.

Karen Whitfield

CFO

Economic buyer · invited, not attending

Pre-work for Dana

Dana coordinates these customer-side inputs before the session.

Bring 10 representative PDF claim forms, including handwritten notes.
Confirm a recent week’s intake volume and handling-cost estimate.
Mark which claim fields require audit evidence or human review.

Invitation drafts

The customer drafts are in CDW’s voice. The third is the platform PDM inviting the partner to run the session.

Facilitated session

Hi Dana, Thanks for bringing the Heartland Mutual Insurance team together. We’ll keep the session practical and grounded in Heartland Mutual Insurance’s operating reality. In three hours, we’ll map the claims-intake bottleneck, agree the cost inputs, set the compliance boundary, and shape a six-week pilot on 500 anonymised claims. Please bring the claims supervisor, a developer, compliance, and infrastructure. We’ll leave with a business case that shows its arithmetic and credits every decision to the room. Regards, Ravi Menon · CDW

Customer self-service walkthrough

Hi Dana, We’ll keep the session practical and grounded in Heartland Mutual Insurance’s operating reality. I’m sending a guided walkthrough of the Heartland Mutual Insurance case. Please confirm daily volume, handling cost, and a named owner so we can leave with a qualification-grade business case. If the numbers hold, we can request a facilitated session next. Regards, Ravi Menon · CDW

PDM to CDW

Hi Ravi, Heartland Mutual Insurance looks ready for a focused value session on an account you own. Run it with the customer team to turn the opportunity into a scoped six-week pilot. There is partner development funding available if the evidence supports the pilot, and the resulting business case carries CDW's brand. You keep the customer relationship and the next step. Regards, Priya Raghavan · Platform vendor

CRM

Attendees and economic-buyer status came from CRM. Pushing updates back is a partner-owned seam.