Client: Large Mutual Life Insurance Company
One of the largest mutual life insurance companies in America, with close to 150 years of experience providing diversified financial solutions including life insurance, disability income insurance, retirement services, employee benefits and investments.
Challenges
- Company management made a strategic decision to implement document imaging and workflow technology based on the need to rapidly access paper-based policy information in response to customer inquiries.
- The lack of a sound imaging plan caused inefficiencies and slow response times, resulting in customer dissatisfaction and the potential for lost business.
RMK Solution
- Provided imaging-management leadership and technical and workflow expertise for the pilot project.
Results
- Imaging and workflow technology with integrated software provided marked improvements in the handling of inbound customer calls and resulted in greater customer satisfaction.
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