Fortune 500 Success: Boosting Profit Margins and CSAT Score

company overview

For over 211 years, this company is a leading provider of property and casualty insurance, group benefits, and mutual funds

They provide people and businesses with the support and protection they need to pursue their unique ambitions, seize opportunity and prevail through unexpected challenges

They also provide consultations for car, home, business insurances, and employee benefits

Location

Hartford, CT

Industry

Financial Services

Employees

10,001+

SPAR by Numbers

1000

+

Completed Projects

15

Yrs

In the Industry

140

+

Metric 3

$100

m

Metric 3

1000

+

Completed Projects

20

+

Years in Business

6

+

Year Average Client Partnership

100

+

Technologies Supported

challenges

The handling time of home insurance applications, and preparing for quotes for prospects was high
To get a quote, applicants needed to fill out 10+ pages of information and go through a series of screens
Needed a way to filter out people that would never be approved earlier in the process

solutions

Analyzed the application workflow, qualification criteria, and applicant screening process
Made recommendations to optimize the screening process
Developed a front-end application that automatically filtered unqualified applicants out of the process while expediting quotes/premiums to qualified applicants
Collaborated with internal teams to ensure all solutions were in compliance and integrated with their existing applications

‍

Solution Offered: Verint Consulting

‍Must Explore Services:

Knowledge Management Solution

Omni-Channel Solution

Unified Desktop Solutions

Verint Workforce Optimization

results

The Quick Quote functionality improved customer experience by saving their time and energy by getting them the information they needed more quickly
Customer service agent availability increased significantly. This increase resulted in higher quality calls and enhance CSAT scores
Profit margins increased as time, energy, and resources were directed away from unqualified prospects and to more profitable channels
Improved approval data quality helped optimize marketing campaign targeting

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