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ALM Media, LLC

Josh Gazes, Senior Vice President – Operations

British Gas

Jess Johnson, Head of Operational Excellence

Mosaic Insurance

Mitch Blaser, Co-CEO

Mosaic Insurance

Krishnan Ethirajan, COO

Oxford Nanopore Technologies

Jason Hendrey, Senior Director, Global Customer Services

WS Audiology (WSA)

Christof Steube, Director of Finance Excellence

Kiwi.com

Leonard McCullie, Director, Vendor Management

Kiwi.com

Petra Reiter, Vice President, Customer Services

Flight Centre

Aaron Fadelli, Business Leader

Healius Pathology

Alex Cook, Head of Finance Operations

Varo Bank

Breanna Rivers, Partner Performance Manager

Yorkshire Building Society Group (YBS)

Jessica Lockwood, Process Automation Manager

WS Audiology (WSA)

Sharang Patil, Director of Group Finance Excellence

Priya Madan Mohan, VP for Group Accounting & Controlling

United Airlines

Chris Kenny, VP and Controller

GFG Alliance

Phillip Irish, General Manager, Shared Services Delivery, Quality & Governance

Energy Australia

Steve Corden, Outsource Operations Leader

Delaware North

Christopher Lozipone, Senior Vice President and Global Business Services Head

Moneycorp

Nick Haslehurst, Chief Financial & Operating Officer

Prodigy Finance

Nico Barnard, Head of Operations

M&T Bank

Chris Tolomeo, Senior VP & Head of Banking Services

Minerals Technologies Inc. (MTI)

Khem Balkaran, CIO

Church's Chicken

Louis J. Profumo, CFO & EVP

This is our story of co-creating a solution with a leading insurance company

As we know ...

The insurance sector is highly competitive. Personalized products and services offer the scope for market differentiation. Digitization is creating this differentiation by enabling scalable, faster and better customer service, at optimal operational costs. As companies expand their digital footprint, they need continuous process innovations to offer seamless customer experience across multiple channels.

The challenge for an insurance company was...

Despite offerings across Web chat, self-service portal and instant messaging, it did not have a robust digital strategy to effectively address growing customer expectations. The company was unable to maximize the business value of its siloed solutions due to the absence of a holistic omni-channel approach. The challenges included:

  • Web chat volume was higher than the resources available to serve

  • Existing system lacked the capability to allow multiple chats

  • Inability to filter unqualified Web chat requests such as those that could be resolved through the self-service portal

  • Business drivers such as cost-to-serve, sales conversion and Customer Satisfaction (CSAT) not tracked

  • Performance measured only on the basis of Transaction Per Hour

  • Process was not streamlined for sampling strategy, frequency, method of feedback and feedback loop

Here’s what we co-created as a solution…

WNS leveraged its industry expertise to build a mature and digitized customer support system. Key aspects of the solution included:

  • Conducting an extensive gap analysis exercise to identify key opportunity areas such as the need for:

    • Intelligent forecast of volumes and resource planning

    • Tracking key metrics and building a robust reporting mechanism

    • Leveraging insights to make the insurer’s platform user-friendly and drive self-service

  • Consolidating the Customer Interaction Services for the Web chat process into WNS’ own delivery center

  • Conducting root-cause analysis of contact and volume drivers based on product popularity and service breakdowns

  • Developing a balanced scorecard to measure performance using the right metrics

  • Implementing a customer advocacy capture tool to assess the real-time voice of customers and changes in customer interactions

  • Using an agile framework for quality and process delivery to improve controls and compliance

Our learnings and outcomes from the process of co-creation are…

That the solution helped in effective capacity planning and improving customer experience significantly. The insurance company was able to offer seamless digital experience to more than 70,000 customers. Key outcomes included:

  • Overall process efficiency increased to more than 35 percent due to:

    • Reduction in average handling time by ~15 percent

    • Two chats and 1 e-mail could be handled simultaneously

  • CSAT score improved by ~45 percent

  • More than 80 percent customers using Web chat were serviced within 30 seconds compared to 55 percent earlier for the same duration

  • Better forecasting and scheduling led to more volumes being handled (~140 percent increase) across all channels

  • Proactive chat queue enabled for fast and specific assistance to customers using the self-service portal

The company now handles 160+ percent more work with 20 percent less resources, and has an effective multi-channel digital strategy.

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