Process migration
Client Background
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Client Profile:
$50 Billion US based life insurer
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Offshore centre's services:
Onsite consultancy and offshore process migration
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Channels:
Inbound and outbound voice, e-mail, web-chat
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Client location:
US
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One of the top life insurers in the United States, with assets
in excess of $50 billion, which has been in operation for over
80 years.
The Offshore Centre solution design
The offshore centre, in association with a leading
consulting firm specializing in the insurance sector,
is working to help the client achieve quantum performance
improvement while significantly reducing operations costs.
This initiative is being achieved in two phases. Phase I
of the initiative involved restructuring many of the
process within the organization and documenting processes
supported by the new business system that are being
developed. Phase II of the project involves migration of
processes offshore to achieve desired cost / quality objectives.
The offshore centre provided onsite-consulting services (OCS)
to the client during Phase 1 of the initiative. The OCS team
of 6 associates was headed by a senior onsite Project Manager.
The team had representation from Operations and Training.
Their activities included:
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