Process digitalization helped accelerate customer servicing and reduce expenses in less than a year

> 15
branches
20
years in the market
Problem
Claim handling is burdensome for customers and ineffective for the company
Seven business days in average between road accident and vehicle repair authorization
Too much effort (> 100 FTE) to support customers, handle documents, make decision on repair authorization, approve repair cost
Solution
Development and testing of process improvement initiatives
Making diagnostics and then a map of initiatives specifying their economic effect, risks, and implementation effort
Testing technologies and obtaining a map of “to be” processes during piloting, as well as developing integration SOWs
Providing customer with ready-to-use technologies, updated business processes and organizational structure
Result
70%
customers obtain repair authorization remotely and in less than 1 hour after claim receipt
40%
FTE reduction within 12 months and better business scaling capabilities
30%
more receivables collected within six months