Our client was facing severe complaints as the response time to customer requests was invariably large. Additionally, the bottom-line was impacted because the resource utilization rate was high but that didn’t translate into productivity in terms of delivering good & prompt customer service across the insurance life-cycle phase – Policy Creation, Renewal, Endorsement, Cancellation and Reinstatement. There stemmed an urgent need to enhance productivity by processing of repetitive, rule-based & high volume tasks.
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