End-to-End Case Management for Large BGA

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.