Case Study: a large US-based group and voluntary benefits carrier achieves faster quotes and higher close ratios with EXL Digital BluePRINT™

Understanding customer pain points and aligning for optimal operational, cost and customer experience impact

EXL worked with a large US-based group and voluntary benefits carrier that wanted to improve its quote and proposal process. The carrier saw inefficiencies in assembling RFP quotes, much of it handled manually by underwriters, and wanted to create a better customer experience, reduce operating costs, and improve its win rate.

Using EXL’s Digital BluePRINT discovery framework, EXL assessed the current state and designed a future operating model with automation, analytics, and a global sourcing approach. EXL recommended auto-extracting RFP data, automating census validation and SIC code checks, and deploying models such as likelihood to win and producer segmentation; the resulting plan was projected to cut quote turnaround time by about 20-25%, improve close ratio by about 25-30%, and speed underwriting decisions by about 15-20%.