Overview
eNoah successfully migrated End-to-End Case Management Services for a Leading BGA based out of California.
Challenges
- A Large BGA was challenged with growth and attrition which directly impacted a 280+ insurance applications.
- With this, the BGA’s leadership was forced to focus on operations instead of business development.
- Regular status and follow up to their Advisors was a top priority due to increased time service delays.
- The BGA’s Case Management tool was proprietary and even for an experienced resource there was a long learning curve.
- The BGA needed the US day shift to support 3 end-to-end Case Managers.
Our Solution
- eNoah’s in depth Insurance industry knowledge helped to identify the critical resources needed to assist the BGA.
- eNoah quickly learned how best to support the BGA’s end to end process utilizing their proprietary Case Management tool.
- It was determined the BGA would be best served with 2 shifts. US Day & Evening.
- Activities requiring Advisor communication were all handled during the US Day.
- Transactional activities such as carrier updates and medical requirement ordering were handled in the US Evening.
Key Benefits
Benefits:
- Within 3 weeks, eNoah was able to clean up the backlog and streamline the US Day shift process.
- Smooth transition ensured business continuity and avoided escalation from their Advisors.
Achievements:
- The BGA was able to invest more time on marketing & development strategy to help focus on growth all while knowing they had the support to handle the increased volumes.
- Advisor satisfaction and turnaround time was improved and maintained.