| Overview
The client, Europe 's largest mutual assurance and fourth ranked private medical insurance company, provides insurance cover to over 350,000 individuals and companies. She has also been a recipient of the 'Health Insurance Company for the Year 2003 (Health Insurance Awards, 2003, UK ). Intelenet was chosen to provide indexing, invoice and claims processing, and policy administration services for the client.
Business Case
Intelenet started with the
insurance processes of Document Indexing, Invoice Processing,
Advanced Invoice Processing, and Policy Administration.
The client required high levels of SLAs including Zero
Carry Forward (ZCF) and 97% transaction accuracy.
Intelenet's Solution
Intelenet staggered the processes and after achieving the objectives for each process, moved on to the next process in the insurance portfolio.
All Customer Service Executives (CSEs) were thoroughly
trained in the processes to achieve maximum output. For
example, in the Indexing process, CSEs were eventually
capable of working proficiently in all different levels
of indexing: basic, intermediate and advanced.
A Six Sigma project was undertaken to improve accuracy in the invoice processing process. Quality manuals created by the Intelenet quality team, are being used by the Quality coaches in UK .
Automated workflow distribution software was also deployed. Digitization was undertaken in-house in order to automate MIS.
Quality targets were met within the first month of operation. Quality coaches were put into place to ensure that the quality requirements of the client were fully met and agents were trained based on the feedback.
Business Value
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Achieved ZCF in the Indexing process within 2 months
of going LIVE, which although has been an SLA , has
never been achieved by any other vendor, including
the client's UK call center |
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ZCF achieved for the first time ever in Basic Invoice
process |
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All invoice processors achieved their sign off
within 2 months |
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Intelenet's trainers topped client training in
the UK for Invoice processing |
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Reduction in inbound calls for the phone team in
UK as quality was consistently achieved by Intelenet
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CSEs were proficient enough to be moved between
different processes. For e.g. Indexing to Invoice
processing |
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All invoice processors achieved their sign off
within 2 months, which could have taken 12-18 months
in UK |
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Currently 100% of Indexing is carried out at Intelenet |
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Team Leaders, Team Trainer and Team Coach Quality
were groomed from within the team |
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Intelenet's invoice processors are the top performers
across the UK-India team |
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Intelenet has shown consistent adherence to SLA
standards |
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