Overview
The client happens to be one of America 's leading P&C insurance companies, offering a wide range of insurance services including life insurance, group insurance, retirement products, and annuities. It also provides customized insurance risk management services. It is among the top 3 companies in Property and Casualty insurance.

Business Case

As with most older and big companies, the processes of the client were carried out based on a legacy technology platform. The leader wanted to split the business risk and achieve cost benefits with increased quality standards. Intelenet had to not only provide business-processing services, but also act as a business support consultant in terms of providing the solution architecture. The exclusivity of the processes entailed intense industry training and certification to be able to legally and effectively carry out the services.

Intelenet had to begin the project with inbound customer service & premium collection for the client's life insurance policy holders and move on to handle package endorsements, casualty endorsements and DMV processing

Intelenet was given high levels of SLAs to carry out and retain the operations. Quality was monitored at the rate of 2-calls/agent/day and an overall quality rating of 97%.
The SLAs, after an initial period of 3 months:

	Productivity>=100%
	Quality 97%

Intelenet's Solution
Intelenet effectively partnered with the client to chart out an accurate mapping of the client's processes to achieve a 3-tier architecture framework, which was robust, cost-effective and secured environment with 100% uptime.

Starting with one process, cross-functional expertise across 5 distinct processes was developed. The Business Process Management System (BPMS) approach was applied to make the new processes repeatable and reliable.

Comprehensive documentation of each process using case reference tools and digitization formed part of the structured knowledge management strategy. Every FTE working for the process was intensively trained and certified by IIA (Insurance Institute of America). This high level of professional knowledge was coupled with a robust quality assurance model. Daily feedback based on analysis by the intelligent MIS system was provided to the agents to ensure consistent quality.
A centrally located automated quality checking system with joint access for the client and Intelenet was used to monitor quality and other SLA parameters. A robust technological framework was developed with an efficient Big Continuity Management system ensuring back up at all levels at all times.

Business Value
The collaborative effort reaped rich dividends for the client.

	Consistently achieved and maintained 97% Quality in voice processes
	Near 0% defects and 0% carry forwards in all transactions-based processes
	Over 50% of transaction volumes and 20% of transaction volumes across all process for the client are now handled by Intelenet
	Initiated a Process Consulting Tool for the client benefiting in process priority decision making and process re-engineering
	The client's legacy technology model was synchronized to produce effective results