We also completely removed this manual element for our case managers by using automation intelligence to analyse the information submitted and give an instant decision to the customer. This information is also saved to the customers file in order to access in the future. This process now takes around 3 minutes, from the previous 36 and forms part of our online portal where customers can self-serve 24/7.
Through our use of technology, we have developed:
- Auto communication strategies
- Online portal
- Analysis models