One of the largest wholesale insurance distributors in the US with 1100 producers in 83 offices was unable to offer the desired levels of customer service due to its use of legacy manual systems, non-standardized processes, and multiple platforms. The lack of in-house resources further delayed service delivery and claims resolution, resulting in high levels of customer dissatisfaction.
RRD set up a 300+ member team across two offshore locations and multiple shifts to transition services. After creating detailed process maps and standard operating procedures, we employed citizen automation to automate repetitive components such as:
The team also introduced a proprietary quality management program (QMP) to obtain feedback and ensure continuous quality improvement. A detailed dashboard provided real-time insights into workflow, volume, and quality to facilitate quick and informed decision-making.
In addition to overall improvements in the quality of service, the client achieved: