Client:  Liberty Mutual Insurance

Background:  As a major mutual insurance company with $34 billion annual revenues and over 45,000 employees, Liberty Mutual acquired SafeCo Insurance near the end of 2009.

Business Problem:  After reviewing details of the acquisition and determining there were cost savings from integration activities of claims processes and technology, Liberty needed to design and execute on first notice integrated call centers and subrogation units.  The cost savings involved a reduction in force, consolidation of vendors, and improved processes.

Approach and Solution:
Kaeppel was retained to Integrate process engineering, change management and project management into one methodology for successfully absorbing SafeCo operations.  Liberty and Kaeppel resources functioned as one team for highly coordinated efforts and knowledge transfer.

Objectives were zero defects when new production was launched, trained and operational centers prior to launch date, and improve processes in both the call centers and subrogation units.  We also reorganized subrogation units across the United States and built a multi-generation plan as a client roadmap after the first phase was accomplished.