FLINK’s team reassessed the workflows of the major impactful process and we were able to diagnose problem areas. Then we reengineered some of the processes and we streamlined the workflows adding to it some automation tools aiming mainly to enhance productivity, save time efficiency and maintaining quality of work that the client can’t afford to lose.
Case Study 1
Maintaining service excellence with client growth
About the Client
An Insurance brokerage company that is one of the fast-growing and award-winning brokerages in their region. Located in Canada, in the recent years they have been expanding organically and through acquisitions across Canada. They are highly focused on technology, innovation and outstanding customer service.
The Challenge
The client was seeing double digit growth of customers and transactions, and they were challenged to accommodate and maintain quality for these new clients as well as providing excellent customer service for the old clients, with the same work force and with a fixed budget.
In addition, the client was hesitant to switch outsourcing team. However, we were able to rise to the challenge with a short transition period.
Solutions
This highlighted the need for faster processing time and a back-office operations team that support them, and help them gain better response time.
So, we dedicated a team to the client and they quickly managed to understand their current processes.
Results
With the help of our process advisory team we applied the reengineered workflow and added the automation tools to the processes and within 3 months, the client began to witness a 22% enhancement of average process handling time which enabled us to handle the increased volumes very smoothly with the same work force, productivity increased and maintained quality of work all within the client’s set budget.
Finally, the client was able to focus on customer service and approaching new clients without worrying about maintaining quality of service time with the increased volumes.
