Overview
The case study explores how a US-based P&C insurer took help from Odyss to tackle challenges posed by manual data entry errors, which resulted in customer dissatisfaction and policy administration issues. The robust technology implementation helped the client significantly improve its operational efficiency and customer experience.
Problem Statement
Manual input errors lead to customer dissatisfaction
Inaccurate data entry causes policy administration issues
Incorrect names on policies result in customer call-backs
Business Goals
Reduce the manual effort involved in policy enrollment and cancellation
Increase customer satisfaction by minimizing errors and callbacks
Determine potential duplicates to minimize any discrepancies
Solutions
- Odyss assisted the client in implementing VA steps to identify duplicates in the Legacy database by employing a combination of keywords such as name, age, date of birth, and other relevant search variables. This initiative led to a significant reduction in errors and enhanced both the accuracy and efficiency of policy administration.
- Moreover, Odyss enabled the client to determine potential duplicates, ensuring the integrity of customer information before policy issuance.
- Odyss facilitated a handoff of potential duplicates to the customer service team for customer outreach, ensuring accurate resolution through direct communication with customers.
- The team held the policy issuance in case of confirmation of duplication and facilitated the purging of duplicate data from the system, ensuring data integrity and preventing further errors in policy administration.
Outcome
50% reduction in customer callbacks
8% reduction in enrollment effort
Increase in CX scores by 1%
Impact
- Odyss empowered the P&C insurer with its robust technology implementation. The systematic elimination of duplicate records and the significant reduction in manual input errors had a direct impact on the accuracy of customer data. This enhancement not only streamlined policy administration but also reduced operational complexities associated with managing inaccurate data.
- The noticeable reduction in customer callbacks and the subsequent increase in CX scores showcase a significant improvement in customer satisfaction.
- Through the reduction of efforts required for managing duplicate data and the streamlining of enrollment-related tasks, the client was able to achieve greater operational efficiency. This streamlined approach empowered the customer service team to allocate more time to value-added tasks, ultimately enhancing overall productivity.
- In conclusion, Odyss introduction of the VA step for identifying and addressing duplicate applications transformed the client’s approach to data management and customer service.
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