Large Financial Provider Geyser Claims Analysis
- 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