I have a customer, in the insurance industry, that has used our 3rd party services for over 15 years. Over the course of that time, we worked closely with her and the internal team that handled the pre-collection recovery work. While she was very familiar with our 3rd party offerings, she had not yet had the need to discuss or review our 1st party/outsourcing services. That is, until one of her senior employees (with 15+ years of experience) quit with no notice leaving all of their internal processes and procedures at a standstill. She was left with no one to handle all the premium audits or the deductible billings. No one to accept incoming calls or make outgoing calls on the monthly billings. Plus, no one to refer the files that needed a third-party collection agency to handle. Her question was simple; “What can you do to help?”
The first thing we did was brainstorm and collaborate on what functions we could take over temporarily or indefinitely, depending on their decision about replacing this individual. The reality is, it would come down to coming up with a solution that would maintain customer satisfaction, keep the budget low, and make sure her department benchmarks were met.
We set out first to mirror her internal processes and procedures that were tried and tested and knew to be successful, at our office. By doing so we were able to add enhancements to their processes by finding an effective way to electronically transmit data back and forth, so no human intervention was needed from her office.