Business Objectives
Results
Eliminate paper-based intake process that came through fax/mail
95% of requests are processed using digital forms
Minimize servicing time
Increased agent productivity by 20%
Track request status
360-degree dashboard to track policy journey
Results
95% of requests are processed using digital forms
Increased agent productivity by 20%
360-degree dashboard to track policy journey
Business Challenge
Pandemic Situation Restricting Agents To Intake Service Requests
With current business process, human touch was absolutely necessary to process every request. Policy servicing requests comes in through fax or in PDF via email. Reps in mail room print those requests and manually move them to right bins for further processing by policy experts. With COVID-19, representatives were not able to reach mail room to process incoming requests causing huge delay in addressing customer needs resulting in unhappy customers.
Our client wanted a quick, yet robust solution to re-engineer intake process completely eliminating human intervention to manually assign change requests to right representatives.
How IQZ Helped
Built Automated Request Intake Process Using Pega Infinity In 8 Weeks
Enhancing the power of Pega case management, we built a robust Pega framework to automate request intake process eliminating manual intervention by 100%, streamlining requests by policy type, and channelizing skill-based intelligent routing to automate work allocation.
MLP1 which supports 3 high-volume policy type was deployed in production within 12 weeks with additional policy types coming in multiple subsequent releases.
Along with above mentioned capabilities, the solution encompasses SSO, SLA escalation, review process, and approve or reject mechanism, call-out, real-time reporting capabilities.
Business Outcome
Increased Productivity Time By 20%. Near 0% Manual Intervention During Request Intake.
This modernized Pega application enables representatives to work from anywhere during this pandemic situation. They are able to address the incoming requests in a shorter time frame thus helping boost customer experience.
The skill-based routing mechanism for work allocation reduces the wrong allocation by almost 99% thus reducing request process time.
The system driven escalation process helps re-route requests to right supervisors to get support faster helping reduce request process time.
360-degree dashboard provides managers and supervisors real-time information about case processing and feeds them with insight information to provide adequate training to enhance representatives work productivity and improve work experience.
The solution helps our client address their customer needs faster thus increasing the customer experience by more than 50%.
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