Customer
A mid size wholesale broker
Business Situation
Longer average handling time in document reviewing and data entry resulting in longer customer onboarding and policy issuing turn around times
Solutioning
- Thorough study of customer business operations – outsourced model recommended to reduce policy issuing turn around times
- Identified and eliminated non value add steps for improved efficiency
- Independent teams of experienced professionals created to support the process
- Knowledgebase of standard operating procedures developed to enable quicker information dissemination
Execution
- Cross trained teams utilized to support specific clients and document types
- Dedicated quality team assigned to monitor quality
Value Delivered
- Same day policy issuance (50% faster) after partnering with Coforge BPS
- Consistently exceeding accuracy levels and turn time service levels
- Enhanced customer satisfaction levels
