Mac Consulting
  • Company had bad reviews on their claims handling process and therefore began investigating new ways to better improve the service they provide to their clientele.
  • The group was not aware when customers are having a bad experience
  • There exist multiple customer hand-offs & interactions in the process
  • Claims handlers are handling more claims each day compared to the previous day thus increasing their load

Achieved:
The following are expected business results as MAC was not involved in the implementation phase of the project:

  • Improved customer experience & customer retention
  • Improved NPS (net promoter score) & eNPS ( employee net promoter score)
  • Reduced claims turn-around times(TAT)
  • Gained capacity to identify bottlenecks during early stages of process & mitigate accordingly
  • Create a culture of continuous improvement
  • Improved employee claims handling experience
  • rovide most-profit generating clients with an even more frictionless process