Increased Customer Satisfaction by 80%: A Success Story with Backoffice Pro

The Brief

• Client Profile: A large property and casualty insurance group, ranked among the top 50 in Ohio.
• Company Size: Among the top 50 insurance groups in Ohio.
• Industry Domain: Insurance (Property and Casualty)
• Challenges Faced: The client was struggling with improving the overall operational process for claims, integrating staff, technology, and systems in the claims process, and setting up an effective customer interaction team via a call center.
• Project Objective: To streamline the claims process, reduce the time needed to close claims, and improve customer satisfaction.

The Solution

Backoffice Pro introduced a strategic approach to tackle the challenges faced by the insurance group. We deployed an analytics team to study claim inflow, which identified variables that were increasing cycle time. In addition, we analyzed call center metrics, proposed an outsourced model focusing on qualitative and quantitative metrics, and trained representatives to handle both billing and claims. Our solutions included:

• Studying claim inflow to identify and provide solutions for cycle time-increasing variables.
• Suggesting an outsourced call center model to improve customer satisfaction.
• Streamlining the claims process and improving adjuster-assignment.
• Training representatives to handle both billing and claims.

The Outcome

The results of our partnership were tangible and significant. We were able to eliminate time-consuming steps in the end-to-end claims handling process, thereby improving the efficiency of the operational process. This led to a 50% reduction in time taken and a decrease in abandonment rates. Due to these improvements, customer satisfaction increased by 80% within just six months. Outcomes included:

• Streamlined end-to-end claims handling process.
• 50% reduction in time taken to close claims.
• Decreased abandonment rates.
• 80% increase in customer satisfaction within six months.

Choose Backoffice Pro

Backoffice Pro continues to be a trusted partner for insurance companies, demonstrating its ability to enhance operational processes, improve customer satisfaction, and boost efficiency. We have proven expertise in managing renewals, mortgage changes, and efficient workflows. Contact us now to streamline your processes, improve quality, and boost productivity. Your success is our priority.