Customer Stories

Green Shield Canada: Leveraging Automation to Ease Call Center Workload

Results


The automation the Reveal Group team built allows agents to submit travel letter requests directly to a solution that generates and emails the letter to plan members. The automation relies on two business systems. Agents submit a request, which creates a queue item in the communications management system, ensuring the client request is logged. The solution then retrieves travel policy details for the client from a policy administration system and uses those details to fill in a travel letter template. Finally, the completed letter is emailed to the client.

87%

Reduction in manual effort

1200+

annual hours given back to the business

2000%

Increase in weekly travel letters processed

As expected, travel letter requests increased dramatically after the solution went live. At the height of the pandemic, the contact center was receiving ~20 requests per week. Four months after go-live the weekly requests rose to over 420 per week, an increase of over 2000%. The number of requests supported continues to trend upward. After four months, the automated solution had processed over 4,000 requests, 20% faster than its human counterpart with an 82% success rate saving the business over 375 hours. The automation is on pace to save the client 1 FTE. Ultimately, automating the travel letter process prevents costly weekend overtime for staff and removes the need for hiring an additional employee.

A future enhancement has the solution integrated directly into an Integrated Voice Response (IVR) system via an API. This will allow verified clients to request travel letters directly from the solution, removing the need for human interference.

OPERATING IN

United States

INDUSTRY

Financial and Insurance

COMPANY SIZE

1,000

REVENUE

$1.1B (USD)

INTELLIGENT AUTOMATION TOOLS
AND TECHNIQUES USED

FUNCTIONS ENGAGED

Customer Assist

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