Improved Quality Compliance & Customer Satisfaction with a Comprehensive Technology-led Operations Approach

Business Challenge

Fast paced business growth resulted in deteriorated operational efficiencies and lower customer satisfaction and thereby eroded the business. The client wanted to arrest the erosion by improving case resolution and operation effectiveness.

Coforge Solution

• Re-engineered workflows to improve case resolution time and to reduce processing errors.
• Specialized teams were established for the voice process to enhance customer service.
• Restructuring of operations team for better alignment with customer portfolios improved overall customer satisfaction and retention of business.
• Deployed our patented Copasys® platform to centralize management of Quality audits and to provide visibility & insights using advanced reporting.

Results

• Achieved 18% efficiency improvement across all lines within seven months.
• Improved the first call resolution by 29%, thereby minimizing false placement of property insurance by lenders.

Key Highlights

• Streamlined overall operations and enhanced customer service.
• Fit for purpose transformation solutions like Copasys® helps drive better operational efficiency and effectiveness.