Case Study: Wawanesa Insurance streamlines broker requests with Praecipio and Jira Service Management

Wawanesa Insurance processes 75,000 broker tickets per month with Praecipio

Wawanesa Insurance, a leading Canadian insurance provider, was struggling with an inefficient, manual process for handling over 2,500 daily broker requests. Their outdated systems, which relied on Lotus Notes, group email inboxes, and physical paper routing, created bottlenecks and made it impossible to measure performance. To modernize operations, Wawanesa partnered with Praecipio for a solution.

Praecipio implemented a solution using Jira Service Management and SmartHandler to automate email intake, triage, and assignment. This eliminated the reliance on paper, streamlined workflows with SLAs, and provided real-time performance dashboards. The results were significant, with the system processing over 75,000 tickets monthly, leading to faster response times, improved broker experience, and greater operational visibility. Praecipio's solution enabled Wawanesa to scale the platform across multiple business units.

Wawanesa Insurance