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Case Study
OpenSpan | 1V0314
Desktop Transformation Drives Efficiencies for Leading
North American Insurance Provider
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OpenSpan | 2V0314
11175 Cicero Drive, Suite 200, Alpharetta, GA 30022, USA
Phone US: +1 678.527.5400 | Phone UK: +44 (0) 2...
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Desktop Transformation Drives Efficiencies for Leading North American Insurance Provider

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This Fortune 500 national insurance and financial services organization is a leading provider of multi-line insurance, banking and financial products for individuals, businesses and groups throughout the United States. Founded more than 100 years ago, this company is dedicated to delivering an outstanding customer service experience via its talented and engaged workforce.

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Desktop Transformation Drives Efficiencies for Leading North American Insurance Provider

  1. 1. Case Study OpenSpan | 1V0314 Desktop Transformation Drives Efficiencies for Leading North American Insurance Provider Background This Fortune 500 national insurance and financial services organization is a leading provider of multi-line insurance, banking and financial products for individuals, businesses and groups throughout the United States. Founded more than 100 years ago, this company is dedicated to delivering an outstanding customer service experience via its talented and engaged workforce. Business Challenge The first line of support to customers for this organization is its large contact center operations that span all 50 states plus Puerto Rico and the Virgin Islands. Throughout the contact center, agents work within a number of systems and applications – Windows, Web, Mainframe and Citrix to name a few. The complexity of the agent desktop presented a number of challenges. When agents interact within a number of systems and applications, the amount of time it takes to navigate through screens to retrieve customer data increases significantly. This was the case for this insurer – agents spent a great deal of time toggling between systems, copying and pasting data to multiple applications, which drove up average handle time (AHT). To address these efficiency challenges, the company began a search for a technology partner to automate critical customer service activities and streamline work for its customer service representatives (CSRs). The company also targeted post-call wrap as part of this performance improvement initiative. Agents spent between 45 and 82 seconds, once the customer interaction was completed, to document the activities that occurred during the transaction. The after call work was generally 25% of the AHT. A secondary goal for this desktop transformation project dealt with improving the training and development process. Within the contact center environment, training is one of the most expensive and time-consuming activities. Tier-one agents – the frontline service employees – were required to route complex issues to a senior back office group. “A recurring issue was the backlog of calls and inquiries that were sent to the back office group,” commented the lead project director for the insurer. “The OpenSpan solution would enable us to simplify processes and better cross-train our agents so that they were more capable of handling different types of requests that they originally weren’t equipped to answer, and relieve the tier- two back office group.” Solution The insurance company selected OpenSpan as the technology partner to move forward with an initiative to drive performance and improve the customer experience. OpenSpan helps companies maximize their two largest corporate investments – People and Technology – by understanding and optimizing how workers interact with the applications on their desktop. Following a comprehensive business assessment, OpenSpan proposed five key solutions for the first phase of deployment, which was built and deployed within a 12-week window. These five solutions were designed to address the operational efficiency, process simplification and training objectives of the insurer. They included the following: • Single Sign-On / Password Automation • Caller Verification and Setup • Policy Information and Call Guidance • Compliance Issues • Automated “Click to Notes” CUSTOMER: Leading U.S. Provider of Full-Service, Multi- Line Insurance and Financial Services INDUSTRY: Insurance GEOGRAPHY: United States EMPLOYEES: 5,000 CUSTOMER SUCCESS • Reduce average handle and post-call wrap up times • Improve accuracy in data entry, editing and processing • Reduce training time
  2. 2. OpenSpan | 2V0314 11175 Cicero Drive, Suite 200, Alpharetta, GA 30022, USA Phone US: +1 678.527.5400 | Phone UK: +44 (0) 207 043 3573 © Copyright 2013 OpenSpan, Inc. All rights reserved. OpenSpan is a registered trademark of OpenSpan, Inc. All other trademarks are the property of their respective holders. Policies and specifications are subject to change without notice. Follow us online ABOUT OPENSPAN OpenSpan is a provider of activity intelligence and desktop automation solutions that improve performance, drive revenue and increase efficiencies in contact center, back office and retail storefront environments. Activity Intelligence provides actionable, real-time activity and performance insight used to make informed decisions about people and technologies. Leveraging the critical insight from desktop analytics, organizations use desktop automation to streamline worker activity, simplify critical service processes and remove technology barriers as a means to deliver a gold-standard customer experience. OpenSpan solutions are deployed on more than 350,000 desktops across the world, and are optimizing billions of transactions in the banking and financial services, insurance, telecommunications, retail and technology industries. For more information, visit www.openspan.com. Single Sign-On / Password Automation – Because agents are required to use numerous applications to provide comprehensive support to their customers, these employees spent an inordinate amount of time and effort simply logging in to each application. These delays negatively impacted agent performance and customer satisfaction. By implementing a single-sign-on powered by OpenSpan, agents spend less time logging into disparate systems, which previously took ten minutes per CSR per day, and are able to begin taking calls at the beginning of each shift. Further, an agent spends less time logging back in following a break. All applications are now up-and-running when the agent needs them – saving time, increasing agent satisfaction and boosting operational efficiency. The insurer estimates an annual savings of 43 hours per CSR. Caller Verification and Setup – There are few things more frustrating to a customer than having to repeat their account information over and over again on a service call. The OpenSpan solution automatically searches multiple data sources for required customer data and presents this information in a simplified, customizable dashboard view. The OpenSpan solution displays the relevant customer, plan and policy information, enabling agents to immediately begin helping the customer. Policy Information and Call Guidance – Having the customer’s policy, plan, and benefit information presented at the beginning of each call has enabled the agents to spend less time searching for and confirming basic account details and spend more time focused on satisfying the customers’ needs. The OpenSpan solution also allows contact center managers to outline basic procedures for handling common issues and questions, and walks agents through the process via system prompts. Compliance Issues – Today, insurance and financial services companies are faced with an avalanche of government regulations. By using the OpenSpan Administrator Tools, members of this insurance company’s management team are able to add and update standardized policy and compliance statements and present this information within the OpenSpan agent toolbar with no IT resources required. This allows the agents to be more proficient with adhering to policy in less time without the additional training burden. Automated “Click to Notes” – The OpenSpan solution streamlines and automates post-call wrap up and note logging. All agent activities performed during calls are now added to the call completion notes using OpenSpan’s “Click-to-Notes” feature. This solution eliminates redundant data entry and errors by consolidating multiple sources of information and automatically adding them to the standardized call-wrap notes. Results The insurance company’s five initial solutions were designed, developed and deployed by OpenSpan in under 12 weeks. The company reported that the OpenSpan solutions helped to significantly improve its AHT, quality and customer satisfaction scores. ESTIMATED ANNUAL TIME SAVINGS: • Single Sign-On / Password Automation – 43 hours per CSR • Caller Verification and Setup – 109 hours per CSR • Automated “Click to Notes” – 182 hours per CSR

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