The Client:
Our client is one of the largest and fastest-growing commercial insurance agencies in the USA.
Scope of Work:
Policy change requests
Process Obstructions:
Inefficiencies were plaguing the change request process, with each request taking an average of 10-12 minutes to handle. However, these delays were primarily caused by manual interventions at the process level. The consequences were dire: skyrocketing error rates and increasingly dissatisfied customers.
Recognizing the urgent need for a streamlined and error-free solution, our client embarked on a quest to transform their change request management process.
Recognizing the urgent need for a streamlined and error-free solution, our client embarked on a quest to transform their change request management process.
Insurance Support World’s Solution:
Drawing upon our extensive experience with diverse change requests across multiple product lines, our accomplished team swiftly assessed the operations thoroughly. Our recommendation? We added a dedicated customer care team to handle change requests in real-time, backed by the expertise of ISW's virtual agents working in tandem with the client's onshore Account Managers (AMs).
During the testing phase, this innovative operating model proved its worth, generating a remarkable 20% increase in new business. Now, in the business-as-usual (BAU) stage, we have seamlessly integrated one ISW team member offshore to support four AMs, delivering unparalleled efficiency and performance.
During the testing phase, this innovative operating model proved its worth, generating a remarkable 20% increase in new business. Now, in the business-as-usual (BAU) stage, we have seamlessly integrated one ISW team member offshore to support four AMs, delivering unparalleled efficiency and performance.
Benefits
- Revolutionized the email dispatch process with established templates, saving you valuable time and effort
- No more repetitive drafting and effortlessly sending out emails in a fraction of the time
- Streamlined proof generation with our institutionalized PDF templates
Impact Delivered
- Achieve over 99.95% accuracy, up from 87%
- Save 4 hours per day per Account Manager
- Drive a 17% increase in sales
- Generated new proofs seamlessly from the system, eliminating manual formatting and boosting productivity
- Handled real-time change acknowledgments that impressed clients’ customers
- Offered a 12-hour shift window, covering coast-to-coast locations in the USA, ensuring swift responses and heightened customer satisfaction
