At the Customer, For the Customer

Project Detail

Client: A large financial services company

Business Area: Large Client Specialty Benefits

Opportunity: Large Client team had recently implemented a new disability claims tracking and reporting process for a specific (and key) client, and that client was concerned about errors within the process

Findings: In the first two months, there were 30% errors — 60 issues, out of 200 claims processed — the client had reported the problems a number of times, and they were quite frustrated


  • 2-day Workout approach identified the causes of the errors; got buy-in from vendor and customer to needed changes on both sides
  • After 30-day implementation, error rate was below 2%

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