A global insurance provider faced mounting challenges from high call volumes and customer dissatisfaction due to delays in policy payment notifications. Despite making timely disbursements, many customers and agents were unaware of their payment status, resulting in frequent inquiries. These inefficiencies highlighted the need for a streamlined communication system to improve customer service and operational efficiency.

By adopting Apromore’s Process Mining solutions, the insurer identified gaps in its notification process and implemented automated updates via SMS, email, and voice messaging. Additionally, their interactive voice response (IVR) system was optimized to prioritize payment notifications at the start of calls. These solutions provided real-time insights and reduced unnecessary customer interactions.

This transformation resulted in a leaner, more efficient customer care process, improved satisfaction, and a focus on higher-value tasks. Apromore’s innovative technology helped the insurer overcome operational hurdles, setting a new standard for service excellence in the insurance industry.