Insurance

The challenge:

A large insurer had recently launched a new department to deal with customer complaints. The challenge was to improve productivity whilst meeting regulatory requirements.
We were asked to develop a performance management system to facilitate rollout.

The solution

• Engaged the executive in defining the mission and objectives of the department
• Developed a set of performance metrics for employees and management
• Developed information architecture for customer service

The outcome

Productivity and compliance of the newly created department increased by 40% and key performance indicators such as the time to respond to claims reduced by 50%