A leading multi-national needed an end-to-end solution for its newly created value added service of personal property insurance. To achieve this, it required a fully outsourced service which would meet stringent operational KPIs and strict qualifying processes. This included the management of all 'Front of House' activities including a Customer Contact Centre and all the associated backend administrative functions including inventory supply and management, financial reconciliation and operational reporting. This program is particularly important, as customer retention is paramount, however, equally critical is ensuring the lowest cost of claim and accurate insurance claims management processes.
Service Stream completely redesigned the business processes and established a 'paperless claims' process achieved through its technology platform that ensures expedient claims processing whilst minimising fraud and the cost of claim.
Service Stream delivers a total end-to-end solution by incorporating its warehousing and fulfilment service that can deliver replacement property to the customer within 24 hours of placing a legitimate claim. Service Stream also manages the administrative aspects of this process such as credit card payment processing, document archiving and retrieval and on-line reporting on all aspects of the claim.
Since the formation of this unit Service Stream has consistently achieved outstanding results in quarterly Customer Satisfaction Surveys year on year. The solution Service Stream has built is arguably the benchmark service in the Australia Pacific region.
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