The Client
One of the largest Lender Placed Insurance company in the U.S.
Challenge
- Average handling time per document was high resulting in longer data entry turn times
- Productivity Rate - 19 docs per hour per person
Solution
- Independent teams created to support end client accounts
- Created a knowledge base of standard operating procedures to enable quicker information dissemination
Execution
- Rigorous training for each team based on client specific requirements and types of documents supported.
- Cross trained teams
Value Delivered
- 32% improvement in productivity
- From 19 docs per hour to 25 docs per hour Above SLA accuracy and turn time levels maintained for all 26 end-clients that was being serviced by the customer
