How Evalyze helped:
This client belongs to the insurance sector and operates within the contract management area. The Evalyze Optimize solution was implemented to improve task distribution, SLA adherence, and access to real-time performance data across operational levels.
Results:
Global productivity increased by 28%. Individual dashboards now offer real-time metrics and performance comparisons. The platform improved contextual task grouping and exception handling, ensuring faster, more informed, and more effective customer responses.
Context and Solution:
The insurer implemented Evalyze to enhance SLA compliance by improving task distribution and adapting workflows to various client segments. A key requirement was the automatic display of related cases through tailored forms, helping staff to respond based on client history and volume. Real-time dashboards now allow each employee to track daily output, SLA compliance, and average handling time, while comparing performance to the team. This visibility extends across all levels of management. Moreover, the contextual processing of tasks significantly increased efficiency and response speed, reinforcing the insurer’s competitive positioning and service quality.
