The Challenge

Slow turnaround times, repetitive tasks, and disjointed workflows.

The insurer partnered with Credera to find a solution for automating time-consuming workflows and consolidating customer touchpoints into a single, unified system. Before our partnership, the insurer experienced the following business challenges:

• Manual identification of customer requests and disjointed processes for efficiently allocating work

• Manual tracking of workloads and task progress

• Manual tracking of response time for request execution and resolution

• Manual report generation

• Delayed service-level agreement (SLA) creation and distribution

The Solution

An automated, well-integrated email triage system.

Credera integrated an email triage automation system to reduce the insurer’s response times and resolve requests faster. Our team leveraged Pega’s Intelligent Virtual Assistant (IVA) for email to streamline customer requests and efficiently automate work allocation. By consolidating multiple touchpoints into a single system, employees spent less time completing manual, repetitive tasks and more time focusing on larger business goals.

The Results

Faster turnaround times and more efficient workflows.

As a result of our partnership, the insurer saw the following positive impacts:

• Improved turnaround times for resolving requests

• Enabled better tracking through a unified system that handles email requests, resolutions, turnaround times, and work allocation

• Enhanced productivity by minimizing manual work

• Created 90% reusable coding for scalability and use across the firm

• Equipped the business with the ability to track request responses effectively

• Automated work allocation by 85% based on email content

• Ensured there were minimal touchpoints needed for efficient workflows