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Challenges
Our Client was manually handling large volumes of group health premium payments everyday with an overwhelming level of routine, repetitive tasks. This process did not just increase the operational costs but also resulted in longer process TATs.
Being manual in nature, the customer experience was not consistent across channel partners resulting in poor CSAT scores.
Synergy Solution
Leveraging ASTRA framework, Synergy’s consultants studied the client’s processes and analyzed each of their stages in detail to understand the suitability of using RPA to reduce the monotony and the manual effort involved.
The new automated processes consolidated data at agent level and performed reconciliation activities within the core application.