CASE STUDY
Simple and effective solution for faster response time
An international insurer and reinsurer with over 130 years of experience and customers in nearly 27 countries — offers commercial, personal and specialty products, and risk management solutions.
Challenges
- Manual identification of request type and work allocation based on emails received
- Manual tracking of CSO workload and daily progress
- Manual tracking of response time for request execution and resolution
- Manual report generation
- Delayed SLAs
Outcomes
- Faster TAT for request resolution
- Single system to track email requests, resolutions, TATs, and work allocation
- Minimal manual work
- Up to 90% reusable codes for scalability across mailboxes
- Ability to respond through a case to track response effectively
- Automatically allocates 85% work based on email content
- Minimal touchpoints for efficient workflow
Abstract
We at Areteans integrated email triage automation to reduce our client’s response time for request resolution. Our team leveraged Pega’s email IVA to streamline requests received and automate work allocation. This minimized employee workload by consolidating multiple touchpoints into a single system.
Benefits
- Improved TAT for request resolution
- Automated work allocation
- Enhanced productivity