Ambition
The client wanted to improve the customer experience and boost retention by reducing customer service processing time. The workflows were highly manual, requiring multiple touchpoints in backend processes. The client reached out to us to help them optimize their services through a combination of role elimination, FTE reduction (transformation), and outsourcing and right-shoring.
Action
- Implemented Customer Centric, Digital First Operating Model through Appian driven orchestration layer across 16 different workstreams
- Unified Service Management for customer request, queries, and complaints keeping human in loop
- Pervasive Intelligent Automation in customer support activities, contact centre automation, claims settlement
- Re-imagined Customer Journeys for quotation management, surrender and withdrawal space, transfer in & out and bereavement space.
Ambitions realized
- Around 85 operation FTE effort reduction across 16 different workstreams in retirement & settlement space.
- Efficient modernization and automation in complaints and request processing space reduced turnaround time and manual errors
- 30% better visibility and transparency in transactional case processing for Monies in/out, Transfer in/out, quotation processing and surrender & withdrawal space.
