Focus on dropout
For insurance companies, the standard customer lifecycle
consists of only a few events. Apart from these, there are many
exceptions to what a customer normally experiences. Many of these
exceptions are not being controlled. Work is postponed or even
continues to go unnoticed. By the time a customer finally starts to
file complaints, it is too late. Customer satisfaction is affected
by this and in some situations this has even resulted in negative
publicity.
Bottlenecks
- There is no clear insight into all customer events. Often,
action is only taken when the customer complains.
- There is no insight into the quantity of work that results from
dropout of the standard process. An ad hoc culture, one
involving primarily 'resolving calamities', dominates.
- Many issues are passed along several times before a solution is
reached.
- Overtime is often necessary to eradicate detected
backlogs.
Solution
The various dropout processes are charted and implemented in
ProcessRunner. ProcessRunner processes are initiated from various
screens in the existing customer system. Dropout lists are also
processed automatically and translated into tasks in
ProcessRunner.
Results
- Dropouts are translated directly into tasks for employees, as a
result of which these are handled correctly the first time.
First Time Right!
- The quantity of complaints decreases substantially as a
consequence of the fact that problems are being resolved
before customers even notice.
- Perfect insight is achieved into the quantity of work already
done and that as yet to be carried out, as a result of which
work distribution can be optimized.
- The insight into the workload allows for measures to be taken
in order to reduce dropout.
As a result of implementing ProcessRunner, customer satisfaction
rises considerably. Since unanticipated situations are nearly a
thing of the past, problems can be addressed quickly and
adequately. This results in an efficiency gain of over 30
percent.