Financial Services
Designing a consistent, scalable, and solution-oriented service process for a major health insurance
20 Feb 2023
Context
A
leading health insurer wanted to create a consistent, scalable, and
solution-oriented service process for its customers with other financial
services on its platform to enhance affordability of the products available on
the platform
Our
approach
- Identified
the pain points in the current service journey experienced by customers,
channel partners, and internal team members
- Identified
top drivers for customer reach out through analysis of customer service
dashboards
- Assigned
priority to the key issues that need to be resolved based on their impact on
customer experience and internal metrics
- Set
aspirations / goal posts across key metrics
- Assessed
capacity requirement at current and aspirational metrics
- Designed
the key solutions and interventions required to meet the aspirations / goals
- Developed
a program charter to drive implementation of the proposed solutions
Praxis
value delivered
- Identifying
drivers to eliminate the need for customers to reach out and providing
self-service options to those who do is the most powerful lever to increase
service experience as well as efficiency
- Thoughtful
design of customer journeys and a proactive communication strategy are key to
ensure a smooth customer experience, especially during their moments of truth
- Re-imagining
the operations setup can yield substantial improvements in terms of aligning
the available capacity with the demands on the customer service teams
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