This organization handles claims for multiple insurance companies and must be accountable for results even when disaster strikes. There are specific SLAs that are in force and must be delivered under all circumstances by this organization for each company they serve.
For each insurance company this organization must handle commissioned appraisals, taking into account not only contractual conditions and expectations for satisfaction of those being insured but also the average time lapse for processing. Finally, during the disaster and up until its closure, the employees must be able to provide relevant answers on demand and comply with commitments for each insurance company client.
This organization was able to meet compliance expectations while delivering 15 - 20 percent productivity gain on claims management for loss adjusters and clerks
Meeting SLAs while increasing productivity is a traditional benefit for BPM, but it good to see that BPM is still delivering basic benefits to many organizations that attempt BPM projects.
This is a highly summarized and anonymous case study provided by W4