Overview:
A leading U.S. healthcare insurer with operations in India manages claims processing through a team of 2,000+ agents. They work on diverse applications, including legacy systems, client-server setups, and web platforms, often requiring manual data entry..
Challenge
- Complex claim handling processes
- 20% of claims processing staff underperforming significantly with 100-200% productivity variations across multiple centers
- Declining performance despite rigorous skills training and education.
Solution
- Improved end-user adoption with better IT application usage visibility
- Effective identification of process bottlenecks and productivity gaps
- Reduced time, cost, and effort in measuring end-user process compliance and performance
- Capture best practices and benchmark processes for the organization
- Enable root-cause analysis for average or below-average performance
- Compare performance across various centers