INTRODUCTION:

The client, a multi-line insurance company providing annuity, life insurance, retirement plans, and group benefit products, was tasked to improve communication and the level of service provided to the client’s career agents. The client’s relationship with its career agents had become increasingly strained since the client outsourced its fixed annuity new business and post-issue administration. Quick remediation of that relationship was key to the client’s continued success.

WHY NOW?

Proactive reach outs from the USIP team engaged the client. We then helped them document the challenge, communicated to senior leaders, and create the case for change.

HOW WE DID IT:

The Capco team brought industry expertise, stability, and organization. To improve communication and the level of service to the client’s agents, Capco stood up a team of case managers, equipped that team with the processes and resources it needed to be successful, and also a staffing model and approach that enabled the client to secure additional resources as needed. Throughout the onboarding process, Capco also provided ongoing support for the case managers with production work.

WHAT WE DELIVERED:

Impact

• Improved the level of service and repaired the client’s strained relationship with their agents and BPO
• Defined the case manager role while creating and documenting administrative and system procedures
• Onboarded 10 new case managers enabling the client to roll out the team across the US

Deliverables

• Robust, end-to-end procedures and job aids that were used for training new hires
• An onboarding and training program to successfully bring on 10 new case managers in two waves
• Salesforce enhancements (new fields, options, email notifications, and NIGO ingestion), and an analysis of Salesforce API to determine business value to the client
• Back-office roadmap for the future that brings specific tasks back in-house using new technologies, and enhancing data sharing and reporting