Overview
In a pivotal engagement with Liberty Mutual Insurance, our consultancy was appointed to serve as both Integration Process Consultant and Project Manager for the Claims Contact Center integration following the merger with Safeco Insurance. The task was to adeptly oversee the fusion of a six-site claims contact center. Within a challenging timeframe of four months, we seamlessly integrated systems, telephony, staffing, training, and management for a robust 420-person contact center.
Areas of Strategic Focus
Project & Process Management: With the merger’s complexity, there was an acute need for meticulous project management and streamlined process engineering to ensure a smooth integration across the diverse centers.
System & Telephony Integration: Given the scale of the contact centers, it was paramount to flawlessly integrate disparate systems and telephony solutions, thereby ensuring operational consistency post-merger.
Staffing & Training: The human element was key. Properly staffing the integrated contact center and ensuring comprehensive training was vital to uphold the service standards both Liberty Mutual and Safeco Insurance are renowned for.
Challenge
Integrating multiple claims contact centers in the aftermath of a merger is a herculean task, laden with intricacies. The integration involved not just technological systems but also the amalgamation of distinct work cultures, methodologies, and operational nuances from both Liberty Mutual and Safeco Insurance.
Strategic Approach
Drawing upon tools such as Project Management and Process Engineering, we devised a comprehensive strategy. Every integration aspect, from system synchronization to training programs, was executed with precision. Special attention was given to “First Notice Of Loss Defects”, ensuring claims processing quality remained impeccable.
Impact & Outcome
Our involvement culminated in the timely and successful integration of the Claims Contact Center, meeting the critical cutover date. Beyond mere integration, the center now operates with enhanced efficiency, evidenced by the achievement of 1.5x the chartered benefits, setting a new benchmark for post-merger operational excellence.