{"id":3976,"date":"2025-06-05T19:03:00","date_gmt":"2025-06-05T19:03:00","guid":{"rendered":"https:\/\/apptechllc.com\/?p=3976"},"modified":"2025-07-27T21:48:34","modified_gmt":"2025-07-27T21:48:34","slug":"miller-long-streamlined-claims-operations-and-improved-risk-response-with-cloud-claims","status":"publish","type":"post","link":"https:\/\/apptechllc.com\/miller-long-streamlined-claims-operations-and-improved-risk-response-with-cloud-claims\/","title":{"rendered":"Miller & Long streamlined claims operations and improved risk response with Cloud Claims"},"content":{"rendered":"
CASE STUDY: MILLER & LONG<\/span><\/h6>\n

Miller & Long streamlined claims operations and improved risk response with Cloud Claims<\/h2>\n

Industry:<\/span><\/b> Commercial construction<\/span>
\nSolution:<\/span><\/b> Cloud Claims by APP Tech<\/span>
\nKey benefits:<\/span><\/b> Centralized data and workflows, faster processing, real-time insight and collaboration, simplified compliance, and long-term platform stability<\/span><\/p>\n

Building and evolving on tradition<\/span><\/h2>\n

Founded in 1947, Miller & Long has grown from pouring sidewalks to reshaping city skylines. As a structural concrete contractor, with operations across the Mid-Atlantic region, the company manages complex, high-risk projects that demand operational precision \u2014 especially when it comes to risk and claims management.<\/span><\/p>\n

Deborah Carr, vice president of insurance at Miller & Long, has been part of that evolution for more than 25 years. \u201cWe\u2019ve always believed in building from within,\u201d Carr says. \u201cFrom skilled trades to claims systems, we believe in keeping our expertise in-house. But even that model needs to evolve with the times.\u201d<\/span><\/p>\n

For more than two decades, Miller & Long relied on a homegrown, custom-built claims management system called <\/span>Odyssey<\/span><\/i>. While functional in its early years, Odyssey was aging out of relevance. \u201cIt was built on Delphi 7, which hasn\u2019t been supported for years,\u201d says Doug Shobe, Director of IS at Miller & Long. \u201cWe couldn\u2019t modernize, and we couldn\u2019t scale.\u201d\u00a0<\/span><\/p>\n

\n

\u201cThis wasn\u2019t just a system upgrade \u2014 it was a shift in how we manage risk, respond to incidents, and align technology with our business goals.\u201d<\/span><\/strong>
\n\u2014 Deborah Carr, Vice President of Insurance, Miller & Long<\/span><\/p>\n

\n

The challenge: Legacy technology meets operational risk<\/span><\/h2>\n

Odyssey was developed internally during the Windows XP era and remained unchanged for years. But as business needs changed, the system couldn’t keep up, Shobe explains. It required manual code updates for even minor changes, and critical components were increasingly incompatible with modern IT environments.<\/span><\/p>\n

\u201cOur original developer had retired, and our newer team members were struggling to keep the platform alive,\u201d Shobe says. \u201cEvery time we needed to tweak a form or respond to a regulation, we were in the weeds \u2014 testing and debugging just to stay compliant.\u201d\u00a0<\/span><\/p>\n

The lack of agility was more than an IT problem \u2014 it was a risk. Miller & Long\u2019s insurance operations support a 24\/7, 365-day business. With complex cases, ever-shifting compliance requirements, and multiple involved stakeholders, the company needed more than just a place to store claims data \u2014 it needed a living, responsive system that could drive productivity and efficiency now and grow with the company.<\/span><\/p>\n

The solution: A claims platform built for modern risk management<\/span><\/h2>\n

In 2024, Miller & Long began searching for a replacement that could offer security, configurability, and real-world usability. After evaluating several options, they selected Cloud Claims by APP Tech \u2014 a modern, cloud-based claims management software built specifically for organizations in medium- to high-risk industries managing high-volume, high-stakes claims.<\/span><\/p>\n

Carr notes a unique alignment in culture as well as technology fit: \u201cIt felt natural to partner with a team that truly understands the space, and APP Tech understands the insurance industry because they\u2019re rooted in it. Their deep industry knowledge and practical experience made them stand out, and they proved that they deliver big \u2014 innovation, responsiveness, and real-world solutions. Their flexibility and their approach is the right fit for our needs, both operationally and culturally.\u201d<\/span><\/p>\n

Miller & Long officially transitioned to Cloud Claims on January 1, 2025. The migration from Odyssey was substantial, moving over 20 years\u2019 worth of data, but the rollout was smooth, and user adoption began immediately.<\/span><\/p>\n

\n

\u201cCloud Claims brought us structure, speed, and visibility we didn\u2019t even realize we were missing.\u201d<\/span><\/strong>
\n\u2014 Victor Villacorta, Insurance Claim Representative, Miller & Long<\/span><\/p>\n

\n

The results: Streamlined operations and real-time visibility<\/span><\/h2>\n

Today, Cloud Claims is deeply integrated into Miller & Long\u2019s daily operations. The system manages claims from intake to closure, centralizing all activity logs, documents, correspondence, and timelines. It also enables collaboration with legal partners, case managers, and adjusters \u2014 ensuring that every stakeholder has access to accurate, timely information.<\/span><\/p>\n

\u201cCloud Claims brought us structure, speed, and visibility we didn\u2019t even realize we were missing,\u201d says Victor Villacorta, Insurance Claim Representative at Miller & Long.<\/span><\/p>\n

Carr adds: \u201cThis wasn\u2019t just a system upgrade. It was a shift in how we manage risk, respond to incidents, and align technology with our business goals.\u201d<\/span><\/p>\n

Among the most relied-upon features is <\/span>diary management<\/span><\/i>, which supports accountability and transparency throughout the claims lifecycle. \u201cYou need to be able to tell the story of every claim,\u201d Carr says. \u201cWith diary management, we don\u2019t lose sight of deadlines or follow-ups. It\u2019s helping us maintain control over a complex, fast-moving operation.\u201d<\/span><\/p>\n

A platform \u2014 and partnership \u2014 for the future<\/span><\/h2>\n

While Miller & Long is still fine-tuning its new environment and adapting workflows, the benefits of Cloud Claims are already clear: better visibility, faster processes, reduced manual effort, and scalable modernization.<\/span><\/p>\n

More importantly, the organization feels confident in its technology partnership. \u201cWe\u2019re not a number to them,\u201d Carr says. \u201cAPP Tech listens. They respond. They help us tailor the system so it works the way we work. That kind of relationship is rare \u2014 and it\u2019s why this was the right move.\u201d<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

CASE STUDY: MILLER & LONG Miller & Long streamlined claims operations and improved risk response with Cloud Claims Industry: Commercial construction Solution: Cloud Claims by APP Tech Key benefits: Centralized data and workflows, faster processing, real-time insight and collaboration, simplified compliance, and long-term platform stability Building and evolving on tradition Founded in 1947, Miller & […]<\/p>\n","protected":false},"author":5,"featured_media":4029,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1,21,16,17],"tags":[],"class_list":["post-3976","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-case-studies","category-claims","category-risk"],"acf":[],"yoast_head":"\nHow Miller & Long Streamlined Claims Operations | APP Tech<\/title>\n<meta name=\"description\" content=\"See how our client streamlined claims operations and improved risk response with Cloud Claims. 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