The Brief

Client Profile: A reputable mortgage lender and insurance agency, founded in 2010, providing property, vehicle, and business insurance. The firm is known for its wide range of services and customer-focused approach.
Challenge Faced: Significant attrition in 2022 led to a backlog in renewal payments, decreased efficiency, and reduced service quality. Retraining 8 team members to manage operations was a major challenge. The client needed intelligent workflows to enhance efficiency and prepare for future attrition risks.
Project Objective: To eliminate the backlog in renewal payments, optimize workflows, and scale operations to improve efficiency. The goal was to ensure 100% process accuracy, retrain staff effectively, and reduce operational costs by 50%.

The Solution

A structured approach was implemented to improve efficiency and workflow management. Key solutions included:

Resource Optimization: Identified and empowered key team members working on policy renewals, mortgage changes, cancellations, and payment follow-ups.
Team Retraining: Successfully retrained 8 employees, ensuring smooth workflow execution.
Workflow Automation: Created intelligent workflows using tools like EZLynx, Epic, Outlook, and Carrier websites to enhance productivity.
Scalability & Backup Planning: Established a system for scaling operations and monitoring early warning signs of attrition.

The structured approach resulted in significant improvements for the client:

Cost Savings: Reduced operational costs by 50%, improving overall profitability.
Increased Productivity: Scaled operations by adding more FTEs, enhancing efficiency and output.
Eliminated Backlogs: Cleared renewal payment backlogs, restoring smooth business operations.
24/7 Service Availability: Ensured round-the-clock insurance claims reporting for better customer service.