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Key Challenges

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.

The GO Creative™ Solution

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:

• Forms checking for efficient prior and current term comparisons
• Memo lines generation on demand and checklist activation
• Information retrieval from carrier websites for efficient work allocation
• Work indexing queues based on document classification and deletion requirements
• Multi-source-based data retrieval and storage for prior policy related processes
• Producer license validation to improve compliance in commercial and personal lines businesses

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.

Outcomes Achieved

In addition to overall improvements in the quality of service, the client achieved:

• $15 million reduction in insurance operations cost per annum
• $66k savings through digitization of LCA accounts with large data sets
• 67% efficiency gain in forms checking
• 66% efficiency gain in memo description
• 97% efficiency gain through license validation automation
• Shorter turnaround time with standardization of processes
• Swift receipt of insurance
• Timely claims resolution