• 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

• Results:
   - 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%