Using automation to improve response times for an ICT service desk

Speed up processing and enhance the customer experience with intelligent automation

Whether it is supporting customer self-service or helping advisors do their job more effectively, intelligent automation offers a range of opportunities to enhance the  customer experience.

Policy changes and renewals are a key reason for customers contacting an insurer – and our insurance client was aware that these interactions were taking a long time to complete. We were asked to examine why.

The Situation

On investigation, it became clear that one reason for the lengthy customer interactions was that advisors had to use multiple different systems: first, to verify customer details and enter changes; a second to calculate the impact on premiums and a third to take payments. At each stage, data had to be entered again – with a risk of manual error as well as negatively affecting the customer experience.

We recommended using desktop automation to streamline the process – connecting the different tools so that, once verified, customer details were automatically replicated across systems and steps.

Our Approach

On investigation, it became clear that one reason for the lengthy customer interactions was that advisors had to use multiple different systems: first, to verify customer details and enter changes; a second to calculate the impact on premiums and a third to take payments. At each stage, data had to be entered again – with a risk of manual error as well as negatively affecting the customer experience.

We recommended using desktop automation to streamline the process – connecting the different tools so that, once verified, customer details were automatically replicated across systems and steps.

Return on Investment

We continued to work with the client and our automation partner to put the new solution in place. It has made the process faster and more accurate – saving advisors time and improving the customer experience of renewals and changes.

Get in touch

Chris Mcilduff
Chief Customer Officer
Davies Consulting
E. chris.mcilduff@davies-group.com

Michael Anderson
Vice President (US/Canada)
Davies Consulting
E. michael.anderson@davies-group.com