Transforming customer experience for a leading UK Insurer
The Challenge
BCG was initially engaged to develop a contact center transformation program with a focus on reducing operational costs, call volumes and servicing FTEs, while improving Customer Experience in parallel. The solution required a complete redesign of a highly-complex, siloed and disconnected ecosystem across resolution of claims which we re-organized around customer needs – empowering users to self-serve and take control of the claims process. With these identified initiatives, the team identified ~£50M of potential Annual Run Rate savings.
The Approach
As part of this, BCG shifted claims resolution calls to a new digital first self-service experience with a multi- disciplinary team of design, technology and business experts. In 8 weeks our multidisciplinary team of design, technology and business experts designed a vision state claims resolution journey and employed a state-of-the-art quantitative and qualitative testing program to validate Desirability, Viability, and Feasibility (DVF), resulting in a new claims hub proposition with an underlying business case and MVP pilot roadmap.
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The Impact
The team built a validated claims resolution ecosystem with an accelerated pilot plan to unlock savings in the long and short term.
Looking Into the Future
This pilot unlocked new ways of working for our client – yielding faster results and more tangible prototypes. The organization is currently implementing this product and process across multiple business units.
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