Plagued by legacy systems and processes, billing and collection processes needed drastic digital updating.
When another insurance company bought our client in 2016, the push was on to cut back on business process outsourcing (BPO) and harmonize the merged company’s billing and collections functions. It looked like a tough proposition. We found an environment plagued by manual, fragmented, people-dependent processes. Plus, poorly integrated legacy systems, which hampered operations at every level, frustrated brokers and employees alike. Clearly, a BPO-only solution wasn’t the answer. To bring BPO in line, we would have to help transform the operating model with precision automation and better technology.