Context

Every year, this specialist in car insurance claims receives around 100,000 emails asking about claims for French vehicles that occurred in France or outside of the country. The emails may or may not have attached documents and are written mostly in French but also in other languages.

They are analysed manually to integrate them into the management tool or send a reply. Four people used to work full time on this manual sorting. The new solution frees up their time so that they can now do higher value activities.

Key figures

100000
emails per year in French, English, German, and Italian, with attached documents
95 %
of emails sent to the right contact

Challenges

  • An increase in the number of emails
  • Greater service quality required (the insurer needed to maintain its image with its customers)
  • Need to reassign a part of the team to higher value tasks

WHY OWI?

  • A business-oriented approach with short stages
  • A tangible and immediately operational solution
  • A team familiar with client expectations

 

PROJECT STAGES

As part of an overall effort and with major support from OWI

First month: evaluation and experimentation. The client accepted based on measured results.

Two months later the solution was fully integrated and launched.

CLIENT CASE

Benefits

  • Short time frame
  • Priorities taken into account
  • Advisors were assigned to new, higher value tasks from the first day that the solution was launched

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