Improved all of the three foundational KPIs:
The RMA Claims division contracted the services of MetaPerformance to assist them in achieving three objectives, namely:
-Increased customer centricity
-Improved efficiencies
-Effectiveness improvements.
The aim was to design the required claims capabilities (process, people and technology) to meet and exceed customer expectations (creating significant “moments of truth”) while lowering the cost of operations and reducing the occurrence of possible fraudulent claims.
Project Deliverables:
A specification for the IT division of RMA informing them how to strategically respond to demanding business requests ensuring long-term sustainability
A Business Architecture (down to detailed processes, data requirements and business rules).
A roadmap to guide the implementation of the solution. The customer-centric design placed the customer and his / her needs at the centre of everything. With disruptive competitors creating elevated customer expectations, the design had to ensure that digital technologies were integrated into the Claims operations. The design embraced digital channels and technologies such as artificial intelligence (AI), Analytics-driven claim handling and automation, and digital applications such as chatbots to turn the process of filing a claim into a fast, simple, and satisfying experience.
The MetaPerformance customer-centric design involved an end-to-end reassessment of the customer interactions (“The claims customer journey”) and for maximum impact, designed a claims capability with a digital value proposition and an aspirational future state.
The solution gave management the ability to both transform the claims function into a digital function and improve performance on all of the three foundational KPIs (customer-centricity, efficiencies and effectiveness).
ClientRand Mutual AssuranceDateApril, 2023AuthorAndrewShare