Back
Unlocking Efficiency - Hybrid BPO service for a leading insurance company
TOPPAN successfully helps the client revamp their workflow and achieve better results through a range of solutions.
CHALLENGES
The client, a leading insurance group based in Hong Kong, faced several critical challenges in managing a large volume of claims and customer communications:
- Manual procedures hindering overall workflow
- High error rates from manual processing
- Inefficient workload distribution causing delays and inconsistencies
These issues posed significant risks, impacting timely communication delivery, slowing claims processing, and negatively affecting customer experience andoperational efficiency.
OUR SOLUTIONS
To address these challenges, we implemented a Hybrid Business ProcessOptimization (Hybrid BPO) programme tailored to the client’s needs by:
- Conducting a thorough review of processes to eliminate unnecessary tasks and identify automation opportunities
- Redistributing workloads across teams with a streamlined workflow for greater efficiency
- Defining Key Performance Indicators (KPIs) and Service Level Agreements(SLAs) for continuous optimization of operations
- Integrating specific tasks the upstream processes we have been serving to customer to improve overall turnaround time and manpower utilization
RESULTS
Our Hybrid BPO programme has enabled our insurance client to transform its businessprocesses and achieve the following:
- Enhanced operational and cost efficiency through reengineered workflows
- Lower error rates due to reduced manual processes
- More balanced workload distribution, ensuring timely processing of cases andconsistency in customer communications
The client is pleased with the results, as the business transformation has also led to improved overall performance and increased customer satisfaction with their service delivery.
