The Client
Leading Insurance servicer in the United States, specialized in LPI business.
Challenge
- Delay in updating the home owners insurance information resulting in financial impact and compliance issues
- New client win leading to increased volumes but pandemic situation making it difficult to manage volume spikes
- Coforge BPS, already a trusted partner and supporting 90% of work for the customer was engaged to manage the volume surge from new client win
Solution
- Proactive discussions with customer seeking their approval for the Coforge team to support its operations from a remote work from home model
- Enabled a work from home model for all resources aligned to the process
- Remote hiring & onboarding model deployed to cater to additional resource requirements
- Virtual training
Execution
- Stringent data security ensured in the remote work model through effective controls
- Deployment of remote team monitoring methods and tools to ensure performance at par or better compared to a work from office model
- Stringent performance management measures implemented
- Dedicated SME’s aligned to support the team
Value Delivered
- Enabled the Customer to meet compliance requirements and improve customer satisfaction
- 100% work from home by Coforge BPS enabled the customer to manage business as usual and also provided the scalability to take on additional business from the new client
