SOLUTIONS BY PROCESS

CLAIMS MANAGEMENT

Reduce turnaround time and increase efficiency with E-voluciona complaints management process

Complaints processing is at the heart of any business. It is here where companies meet their commitments to their customers, set service standards, promote credibility, and fulfill their obligations.

Complaints management process is deeply reliant on process
speed and accuracy in meeting customer demands.

It involves multiple functional layers such as administration, management or customer service, and it is usually hampered by intensive information manual tasks and problematic document formats.

Challenges in achieving an efficient and customer-centered Claims Management Process

Resolution

Essentially, the client wants an effective resolution. Therefore, it is fundamental to successfully diagnose the problems and provide a toolkit specially designed to boost resolution as fast as possible.

E2E Traceability

Workflow tracking is critical to achieve effective complaints management. Shortening resolution times and attacking bottlenecks are critical in order to comply with business KPIs and customer expectations.

Communication

It is not always possible to get it right the first time. Effective and proactive communication is key to improve customer experience and avoid unnecessary reopening.

Different input formats

Paper, electronic documents, images, emails…and sometimes even apps handling different stages of the process are different and non integrated. The result is a distinct lack of fidelity and accountability.

Manual inputs

‘Traditional’ complaints processing depends heavily on manual labor. This makes the process increasingly inconsistent and prone to error. Companies often have to depend on unreliable and non-specialist workers, which means increased costs, and longer turnaround times.

Different input media

Paper, electronic documents, images, emails, and sometimes even apps handling different stages of the process are different and not integrated. The result is a distinct lack of fidelity and accountability.

Regulation and compliance

Changes in regulation can greatly impact complaints processing. In fact, sometimes the whole process might have to be overhauled. This can become a major drawback when operating in different states and/or countries, where each one has its own regulatory framework.