Claims Link improves their customer service and increases productivity by taking in “Sødde”, their first Digital Employee, which today had its first day on the job as an assistant in the customer service team.
Claims Link, a Nordic, independent claims settlement company, has a clear strategy for growth and digital transformation is a key element. Through automation, both operational efficiency and employee job satisfaction can be increased tenfolds, which this first project has proven. It has been important for Claims Link to allow its staff to focus on the core business and to remove barriers for growth. “Sødde” is the diligent assistant that takes care of all the routine tasks day in and day out, without mistakes.
The on-boarding of Sødde is the beginning of a larger improvement and streamlining of the claims business processes.
– For us, which is a relatively small player with 70 employees in claims settlement, this project will bring a big difference. We have a target to realize 30% efficiency gains in our Customer Center through the project with Simplifai, says Nordic Head of Claims, Mille Haslund Mellbye.
“Sødde” takes up is role as an assistant in the customer service team. It reads emails, understands documents, receives customer/partner portal information, and can extract needed data from all sources for later use in MS Dynamics CRM and Sharepoint, which are the two main systems in use for now. “Sødde” is responsible for identifying and pre-processing incoming claims for later handling by the company lawyers.
– The on-boarding of “Sødde” has been a challenging, but rewarding project together with Claims Link, comments Simplifai CEO Bård Myrstad. The digital employee is designed and built by Simplifai and consists of different technology components such as AI/Machine Learning, API integrations, in-house solutions development in .net, and some RPA.
– All components of “Sødde” are made for reuse and adaption to the Simplifai digital employee platform Myrstad continues, which means that for the next delivery it is a configuration and not a development project.
For the next phase in the Claims Link transformation, a colleague of “Sødde” is under design to further streamline operations within claims handling.
Claims Link is an independent claims settlement company affiliated with the consulting house Söderberg & Partners. The company has over 1800 employees in Sweden, Norway, Denmark, Finland, and the Netherlands. In Norway, it is approx. 200 employees.