Alexander Proudfoot helps companies better execute their plans and strategies to deliver substantial improvements in performance and profitability. More about Alexander Proudfoot
Whether you represent life, accident and health, or property and casualty insurance, Alexander Proudfoot partners with all insurance institutions to achieve strategic, operational and customer-focused objectives through disciplined execution.
Our disciplined approach focuses on identifying root
causes to problems that stunt client growth. We deliver precise solutions that
improve productivity and generate revenue.
Vision: The client was experiencing a change in growth and was
struggling to meet customer
service standards–they rated last by an external review of
providers. In order to improve, the client desperately needed to reduce time to
process claims and policies and rework while increasing team productivity.
Approach: The Proudfoot team developed and installed
tools for aligning demand and resources. Additionally, the team implemented a
process to convert overall plan into specific action steps to be taken and a
reporting and review structure to quickly address problems and variances.
Reengineered work processes addressed poor managed workflow and load balancing,
excess rework and quality issues. Comprehensive management training drove
sustainable behavior change.Sustainable results:
The new customer service approach reduced end-to-end processing time by 38%,
rework by 52% and customer complaints by 48%. It also delivered a 30% increase