Case Study: a large life insurance carrier achieves faster, more accurate 1035 exchange processing with eNoah iSolution

a large life insurance carrier boosts call output 33% with eNoah iSolution

eNoah iSolution provided 1035 Exchange Support services for a large life insurance carrier. The client faced operational challenges, including delays in processing paperwork and communication with other carriers due to a high call volume and an initial backlog. Screen navigation and missed steps during the combined transfer and call processes were also causing inefficiencies.

The solution implemented by eNoah involved segregating the process into non-voice activities handled during US evening hours and voice call activities handled during US day hours, along with initiating a Business Continuity Plan. As a result, eNoah achieved 33% higher efficiency in call output, maintained a 99.9% quality rating, and allowed the carrier to focus on its core activities. The vendor also fine-tuned the process flow to eliminate delays and errors.