Enhancing Call Flow Efficiency at a Leading Global Insurer
A global insurance provider was facing challenges related to inefficient call flow management and limited visibility into its interactive voice response (IVR) system processes. The actual call behaviors deviated significantly from the documented workflows, making it difficult to optimize operations and identify areas for improvement. Additionally, the division between customer calls and repair facility calls added complexity, emphasizing the need for detailed insights and enhanced efficiency.
By utilizing Apromore’s process mining technology, the insurer gained visibility into the actual call flows, uncovering inefficiencies and potential opportunities for improvement. The introduction of self-service features, such as automated responses and chatbots, was considered to reduce the reliance on live agents. Apromore’s simulations helped identify the best points for implementing these features.
This initiative is expected to improve operational efficiency, reduce the workload for call center agents, and enhance the customer experience. With a focus on process improvement and automation, the company aims to achieve significant long-term benefits and set a precedent for innovation across its departments.
