Summary
Our client, a reputable insurance agency based in New York, has been providing personal and commercial insurance solutions for decades.
To maintain high service standards while scaling efficiently, they sought a reliable back-office partner to handle daily operations and prioritize confidentiality.
Cooperation Period
Ongoing
Location
USA
Services
Industry
Business Challenge
As the agency expanded across multiple locations, its in-house team struggled to keep up with the increased workload, which included managing new requests, renewals, and ongoing client interactions. With a focus on confidentiality and responsiveness, the client required an efficient partner to handle daily tasks without compromising on accuracy and customer service. By outsourcing their back-office functions, they aimed to streamline operations and enhance client relationships.
Solutions
We implemented a tailored back-office solution to support the agency’s needs:
1
Data and Forms Processing
Established a high-quality, accurate data processing system for managing customer information and forms without delays.
2
Confidential Data Handling
Ensured secure and confidential processing of sensitive customer information by back-office agents.
3
Process Optimization
Streamlined and optimized day-to-day tasks, improving overall productivity and efficiency within the support team.
4
Claims Management
Set up a rapid and efficient claims management process to avoid customer attrition and improve service responsiveness.
Project Results
The partnership with WiserBrand allowed the insurance agency to achieve significant improvements in operational efficiency and customer satisfaction. Key outcomes included:
Increased Productivity
The client’s productivity improved by over 20%, allowing them to handle a larger client base with ease.
Lower Expenses
By outsourcing back-office functions, the agency saw substantial cost savings compared to maintaining an in-house team.
Improved Satisfaction and Retention
With daily tasks effectively managed, the agency could focus on more productive activities, resulting in stronger customer relationships and increased retention rates.
