Banking & Insurance Customer Service
Letters containing wrong details, such as an incorrect address, eventually end up back at the sender. Our client, an insurance company, experienced this as well: letters arriving in high frequency that have to be reprocessed in order to be sent again. Previously done manually, this process took up a significant amount of time. However, now that Ciphix presented an RPA solution that is able to automate the process, 376 hours are saved annually!
Whenever a letter cannot be sent due to an incorrect address or a mistake in the customer details, it is returned to the Customer Service department of our client, an insurance company. Everyday, employees direct their time towards reprocessing these letters. This process entails finding the correct address and the right customer details, for example by searching through other contracts of this person. If the address is still not available, employees try to contact the customer through email or phone.
As these letters are returned in large numbers on a daily basis, employees describe reprocessing the letters as time-consuming and repetitive. Employees need to navigate through multiple applications and spend quite some time trying to contact the customer.
Years to ROI
Hours saved annually
Of effort automated