Building a One-of-a-Kind Insurance Experience
Client Background
One of Japan’s leading and largest medical and cancer insurance companies.
Case Background
The client’s 242 FTEs were already providing contact center (35%) and back-office support (65%), from 9 am to 5 pm on weekdays. But with an ever-growing customer base and:
- 300,000 inbound calls a year, as well as
- 1,000,000 documents
A strong, long-term partner was needed, to deliver timely support for inquiries from its policyholders, along with back-office support for its conservation unit.
How We Delivered
Aligning workflow for maximum efficiency, we consolidated contact center and back-office functions, resulting in quicker response times and improved overall quality of operations. We provided timely service with accurate information, through email, calls, and back-office support.
To manage the inbound calls volume, we enacted ongoing back-end support for payout/benefits claims, and had agents initiate calls to cover overall policy conservation support, including:
- lapse prevention,
- reinstatement/premium payment reminders, and
- confirmation calls in support of policy finalization.
We also identified different peak times — daily, hourly, and monthly — for 20 lines of business (LOBs). With the help of multi-skilled agents, workload was allocated to peaked LOBs, which further streamlined operations and contributed to improved efficiencies and cost reduction.
Results
- Costs were reduced by 20%, since we turned policy conservation efforts into a one-stop shop, from handling inquiries to data encoding and validation to documents dispatch.
- Documentation errors went down to a mere 0.004%, through streamlined operations.
- With error rate down, other KPIs were achieved, including handling 13 cases per hour.
Contact Us
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Industries today face a common challenge: delivering unmatched customer experience (CX) amid rapid digital transformation. This daunting task can overshadow your core business focus, but Inspiro can help! We transform challenges into CX successes, earning us decades-long partnerships with some of the world’s leading brands.
