Customer Service Redesign in Non-Standard Insurance

Business Issue:

This $400 million dollar non-standard auto insurance carrier had implemented a new management system which resulted in a higher volume of phone calls into the Customer Service department than anticipated, more than the current staff could handle effectively. The business issue needing resolution was to:

  • Understand the root causes of the customers’ issues
  • Identify resolutions to the customers’ issues, and the proportion of call volume that implementing the resolutions would relieve
  • Understand how and when the current technology enhancements could assist in resolving these issues


  • Performed an operational assessment including:
  • Conducted fact finding to identify and validate problems which were driving inbound calls
  • Obtained additional metric information by using call surveys
  • Conducted direct observations and time studies of each transaction
  • Determined which transaction types caused the most significant handling delays
  • Aligned root-cause issues with an updated list of technology defects to ensure 100% coverage
  • Developed a staffing model to increase effectiveness of call handling in the immediate-term
  • Identified operational improvements that could be made to reduce any new calls to Customer Service
  • Identified and implemented backlog strategies across several transaction types to become current


  • Expanded the current call handling team to reduce hold times and increase speed-to-answer
  • Created awareness for the executive team on the status of the current environment and release fixes
  • Validated the prioritization strategy used by the implementation team to prioritize technology releases
  • Provided process assurance to reduce backlogs and decrease incoming call volume

Process Redesign for a customer service unit within a $400M Provider of Non-Standard Auto Insurance

Let's Work Together

At Himes Consulting Group, we don’t believe we have all the answers. We know that the right solutions to improve your business come from conversation and collaboration. We have the experience to learn your business and partner with you to create process redesign programs that fit your team.