Sødde helps Claims Link handle 80% of inquiries automatically
Claims Link is an independent claims settlement company based out of Norway. The core operations for their Customer Success Center (CSC) involve processing insurance claims. Before adopting Simplifai’s Digital Employee solution, Claims Link had merged with Söderberg and Partners Group.
A burst in growth potential made the company require more workforce. This increase in their staff members was forecasted as being detrimental to resource cost efficiency and time spent on satisfying customers’ needs. Simplifai’s Digital Employee solution Sødde has immensely helped Claims Link scale up their business through efficient task management with minimal hiring.
The goals
With the growing business, Claims Link wanted to use technology to scale business operations with 40% growth without hiring new employees. With employee focus, they also wanted to make employees’ workday more meaningful by reducing repetitive tasks and free up more time for handling more sensitive cases. The overall solution was aimed at improving customer satisfaction by reducing response time.
Improve employee satisfaction
Free up time for better customer care
The challenge
A key challenge for Claims Link was identified as meeting employee capacity to match the large volume of work. This challenge was resolved by using Simplifai Digital Employee Solution – Sødde. With Sødde, the company was able to scale up with existing human resource capacity.
In addition, another challenge identified was work efficiency arising due to long hours spent on repetitive tasks associated with handling of claims and other similar documents. This in turn hampered customer response time and customer satisfaction significantly.
Manual and time-consuming tasks
48,000
Emails received by Customer
support team per year
120,000
Case related emails sent
to the Claims team
10,000
Cases handled
per year
The AI solution
With the AI-driven Digital Employee Sødde, Claims Link transformed their Customer Success Center completely by automating their customer support workflow and decision support mechanisms.
This solution includes registering new insurance claims in CRM/back-office systems and archiving the inquiries in Sharepoint, thus directing smooth communication flow between the customers and the organization.
Sødde comprises a combination of individual modules developed by Simplifai such as the Emailbot, Documentbot, Rules Engine, and Decision Engine.
The AI solution
With the AI-driven Digital Employee Sødde, Claims Link transformed their Customer Success Center completely by automating their customer support workflow and decision support mechanisms.
This solution includes registering new insurance claims in CRM/back-office systems and archiving the inquiries in Sharepoint, thus directing smooth communication flow between the customers and the organization.
Sødde comprises a combination of individual modules developed by Simplifai, such as the Emailbot, Documentbot, Rules Engine, and Decision Engine.
The key benefits
Claims Link now enjoys instant case registration. It takes less than a minute for a claim to be received, registered, and prepared for claims handlers.
About 80% of the front-office inbound emails are handled by Sødde. Sødde can easily handle peak seasons, giving the ability to scale up business processes without hiring more employees.
Internal and External stakeholders are updated immediately, and relevant information is made available to both.
- Increased efficiency
- Reduced response time
- Improved customer satisfaction
Download the Claims Link Case Study
Download the Claims Link Case Study
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