Optimizing Back Office Productivity: How Behavioral Nudging Enhanced Claims Processing for an American Insurance Major
The Challenges
Low Productivity Visibility:
A lack of insight into “Time on Process” and “Utilization Time” prevented agents from optimizing their daily workflows.
Process Compliance:
There was a critical need to ensure claims were processed accurately according to strict client SOPs.
The Solution
The worxogo Nudge Coach was implemented to provide agents with real-time visibility and guidance:
Productivity Insights
Delivering clear data on utilization to encourage more time spent on productive tasks.
Process Training
Providing insights into accuracy while simultaneously training agents on process norms to ensure hand-in-hand improvement.
The Outcomes
The deployment resulted in significant gains in just 3 months, leading to a scale-up across all teams & processes:
13%
Improvement in Productivity
Agents effectively increased their productive time through better visibility.
6%
Improvement in Financial Accuracy
Enhanced focus on SOPs led to higher quality in claims processing.