Case Study: Leading Insurance Company achieves 23% increase in operational productivity with Verint Systems

Leading Insurance Company Achieves 23 Percent Increase in Operational Productivity with Verint

Leading Insurance Company, an innovative U.K. insurer with 1,400 staff, needed better control over inbound email processing in its operations group. Agents were cherry-picking emails instead of handling them sequentially, creating a backlog of enquiries, while reporting was slow and manual. The company wanted greater visibility into work volumes, skills, capacity, demand, and process inefficiencies, and set a goal of improving back-office processing times by 20 percent.

Verint Systems implemented Operations Manager to improve workflow visibility and back-office handling. With Verint Systems, the insurer achieved a 23 percent increase in operational productivity, surpassing its original target and gaining a more efficient, measurable operations process.