Case Study 2
A Smooth Transition to Business Process Outsourcing
About the Client
An Insurance brokerage company located in Canada; they are one of the fastest growing companies in their region. They offer home, auto, recreation, travel and business insurance. In recent years they have been expanding organically and they are highly focused on technology, innovation and outstanding customer service.
The Challenge
The client decided to move to another business process outsourcer, but the challenge was how to move? what consequences should they expect? Starting from transition period, transition plan, disconnect of daily routine, and impact on his customers’ experience. It was a big decision for the client, and he needed to be assured of how this will work, and made successful.
FLINK approached the client, and started assessing the situations, volumes, number of processes, workflows, and approvals needed to ensure the client’s business continue from no to minimum interruption.
Also, due to expansion, the client was experiencing increased volumes of transactions while getting the same processes handling time. So, to ensure the customers’ expectations are met, the client started assessing a hybrid model between insourcing and outsourcing to absorb the growth, but inconsistency and communication problems was a clear issue for the client that they couldn’t risk having. The client chose to change his outsourcing company to FLINK and entrusted us with a timely transition and better process handling time to accommodate the increase.
Solutions
FLINK with its methodology and experienced talents dedicated a team of; transition managers, process experts, and training managers to assess the client’s environment, and come up with a plan to address the client needs and concerns.
For every process the cycle of training, soft launch, feedback to final launch, is implemented before moving to the next process.
Results
We managed to migrate & smoothly operate 15 different processes in 3 months or 12 weeks, while keeping the client’s promise of his customer response time, and with the same accuracy rates, and shortly later higher accuracy rates than before, with faster response time due to time proximity of FLINK location. We managed to lift a weight from our client’s shoulder that they appreciate to this day.
