Case Studies

By understanding the reasons why customers contacted the insurer, and what was important to those customers, a new Operating Model was implemented which led to a 20% reduction in inbound contacts and a +60 point increase in NPS

A detailed study of customer demand allowed accurate contact forecasts to be produced, allowing the business to set up a new outsourcing partnership that allowed them to manage seasonal peaks. 

Work previously handed to a back office team to process was moved to a front office contact centre team, allowing claims that had previously taken many weeks to resolve to be settled in the 1st call

2 week operational review uncovered 18% Apex reduction opportunity, with 4% realised in next 8 week. Client eventually delivered 25% savings with improved CX and EX scores