Fintech vs Big Tech vs Incumbents
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Unlock value with technology shifts in digital collections
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Sub Industry: Insurance
UK motor and household insurer achieves $12 Mn in cost savings with customer service transformation
Business challenges The client is one of the leading general insurance brands in the UK, covering over four million customers across motor, household, travel, and pet insurance. Their goals for customer service operations are to: Achieve high CSAT scores through outstanding customer service Keep costs low Provide customers with a
A guide to transitioning to a Digital Collections model
It is humane and it works
Digital finance is now: Are you ready?
If there’s any such thing as a new normal, digital is it. Digital transformation was already on everyone’s agenda in financial services, but COVID-19 has propelled it to the top of the list. According to Mike Mayo, a securities analyst at Wells Fargo, “what we’re seeing is the greatest acceleration
Rebooting purchase requisition and order processing: A guide to Intelligent Automation
Your procurement department receives hundreds of purchase requisitions every day for supplies and services, in various formats and layouts. Prior to creating the Purchase Orders (POs), the staff manually enters the data in the ERP system to validate them against supplier data and inventory to ensure your organization in managing
Going beyond traditional customer surveys and performance metrics with voice and speech analytics
Today, as human agents, as well as other voice interfaces, handle increasingly complex transactions…
Motor and household insurer finds a way to staff evening and weekend shifts without relying on in-house teams
Business challenge Managing shifts, particularly finding people to work evenings and weekends, was a major challenge for the motor and household insurance company. The operating hours for its contact center were 8.00 am to 8:15 pm during the week with shorter hours over the weekends. But the insurer’s main contact
Firstsource reduces operational turnaround time by 86% for a prominent UK car insurer
Background The client is one of the leading insurance service providers in the automobile direct insurance sector, insuring over 4 million customers and employing more than 7,000 people across the UK, Spain, Germany, Italy and the US. The partnership with Firstsource started in 2001, with the offshore delivery of sales
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