This Fortune 500 national insurance and financial services organization is a leading provider of multi-line insurance, banking and financial products for individuals, businesses and groups throughout the United States. Founded more than 100 years ago, this company is dedicated to delivering an outstanding customer service experience via its talented and engaged workforce.

1. Case Study
OpenSpan | 1V0314
Desktop Transformation Drives Efficiencies for Leading
North American Insurance Provider
Background
This Fortune 500 national insurance and financial services organization is a leading provider of multi-line
insurance, banking and financial products for individuals, businesses and groups throughout the United
States. Founded more than 100 years ago, this company is dedicated to delivering an outstanding customer
service experience via its talented and engaged workforce.
Business Challenge
The first line of support to customers for this organization is its large contact center operations that span
all 50 states plus Puerto Rico and the Virgin Islands. Throughout the contact center, agents work within a
number of systems and applications – Windows, Web, Mainframe and Citrix to name a few. The complexity
of the agent desktop presented a number of challenges. When agents interact within a number of systems
and applications, the amount of time it takes to navigate through screens to retrieve customer data
increases significantly. This was the case for this insurer – agents spent a great deal of time toggling between
systems, copying and pasting data to multiple applications, which drove up average handle time (AHT).
To address these efficiency challenges, the company began a search for a technology partner to automate
critical customer service activities and streamline work for its customer service representatives (CSRs). The
company also targeted post-call wrap as part of this performance improvement initiative. Agents spent
between 45 and 82 seconds, once the customer interaction was completed, to document the activities that
occurred during the transaction. The after call work was generally 25% of the AHT.
A secondary goal for this desktop transformation project dealt with improving the
training and development process. Within the contact center environment, training
is one of the most expensive and time-consuming activities. Tier-one agents – the
frontline service employees – were required to route complex issues to a senior
back office group. “A recurring issue was the backlog of calls and inquiries that
were sent to the back office group,” commented the lead project director for the
insurer. “The OpenSpan solution would enable us to simplify processes and better
cross-train our agents so that they were more capable of handling different types
of requests that they originally weren’t equipped to answer, and relieve the tier-
two back office group.”
Solution
The insurance company selected OpenSpan as the technology partner to move forward with an initiative to
drive performance and improve the customer experience. OpenSpan helps companies maximize their two
largest corporate investments – People and Technology – by understanding and optimizing how workers
interact with the applications on their desktop.
Following a comprehensive business assessment, OpenSpan proposed five key solutions for the first
phase of deployment, which was built and deployed within a 12-week window. These five solutions were
designed to address the operational efficiency, process simplification and training objectives of the insurer.
They included the following:
• Single Sign-On / Password Automation
• Caller Verification and Setup
• Policy Information and Call Guidance
• Compliance Issues
• Automated “Click to Notes”
CUSTOMER:
Leading U.S. Provider
of Full-Service, Multi-
Line Insurance and
Financial Services
INDUSTRY:
Insurance
GEOGRAPHY:
United States
EMPLOYEES:
5,000
CUSTOMER SUCCESS
• Reduce average handle and post-call
wrap up times
• Improve accuracy in data entry, editing
and processing
• Reduce training time

2. OpenSpan | 2V0314
11175 Cicero Drive, Suite 200, Alpharetta, GA 30022, USA
Phone US: +1 678.527.5400 | Phone UK: +44 (0) 207 043 3573
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ABOUT OPENSPAN
OpenSpan is a provider of activity intelligence and desktop automation solutions that improve performance, drive revenue and increase
efficiencies in contact center, back office and retail storefront environments. Activity Intelligence provides actionable, real-time activity and
performance insight used to make informed decisions about people and technologies. Leveraging the critical insight from desktop analytics,
organizations use desktop automation to streamline worker activity, simplify critical service processes and remove technology barriers as
a means to deliver a gold-standard customer experience. OpenSpan solutions are deployed on more than 350,000 desktops across the
world, and are optimizing billions of transactions in the banking and financial services, insurance, telecommunications, retail and technology
industries. For more information, visit www.openspan.com.
Single Sign-On / Password Automation – Because agents are
required to use numerous applications to provide comprehensive
support to their customers, these employees spent an inordinate
amount of time and effort simply logging in to each application.
These delays negatively impacted agent performance and
customer satisfaction. By implementing a single-sign-on powered
by OpenSpan, agents spend less time logging into disparate
systems, which previously took ten minutes per CSR per day,
and are able to begin taking calls at the beginning of each shift.
Further, an agent spends less time logging back in following a
break. All applications are now up-and-running when the agent
needs them – saving time, increasing agent satisfaction and
boosting operational efficiency. The insurer estimates an annual
savings of 43 hours per CSR.
Caller Verification and Setup – There are few things more
frustrating to a customer than having to repeat their account
information over and over again on a service call. The OpenSpan
solution automatically searches multiple data sources for required
customer data and presents this information in a simplified,
customizable dashboard view. The OpenSpan solution displays the
relevant customer, plan and policy information, enabling agents to
immediately begin helping the customer.
Policy Information and Call Guidance – Having the customer’s
policy, plan, and benefit information presented at the beginning
of each call has enabled the agents to spend less time searching
for and confirming basic account details and spend more time
focused on satisfying the customers’ needs. The OpenSpan
solution also allows contact center managers to outline basic
procedures for handling common issues and questions, and walks
agents through the process via system prompts.
Compliance Issues – Today, insurance and financial services
companies are faced with an avalanche of government
regulations. By using the OpenSpan Administrator Tools, members
of this insurance company’s management team are able to add
and update standardized policy and compliance statements and
present this information within the OpenSpan agent toolbar
with no IT resources required. This allows the agents to be
more proficient with adhering to policy in less time without the
additional training burden.
Automated “Click to Notes” – The OpenSpan solution streamlines
and automates post-call wrap up and note logging. All agent
activities performed during calls are now added to the call
completion notes using OpenSpan’s “Click-to-Notes” feature.
This solution eliminates redundant data entry and errors by
consolidating multiple sources of information and automatically
adding them to the standardized call-wrap notes.
Results
The insurance company’s five initial solutions were designed,
developed and deployed by OpenSpan in under 12 weeks.
The company reported that the OpenSpan solutions helped
to significantly improve its AHT, quality and customer
satisfaction scores.
ESTIMATED ANNUAL TIME SAVINGS:
• Single Sign-On / Password Automation – 43 hours per CSR
• Caller Verification and Setup – 109 hours per CSR
• Automated “Click to Notes” – 182 hours per CSR