The client wanted to expedite their request-for-proposal process so they could meet aggressive quoting and sales targets. The client wanted to enable field quoting of cases (with controlled underwriting) and free up underwriting capacity for complex quotes. Capco redesigned the process to enable a 4x increase in field quoted cases and 6x overall quoting volume.
Client had grown their sales team and had a large premium target for the upcoming “peak season.” Client needed to simplify their quote and proposal process, document KPIs and key metrics, and also needed resources to help generate quotes due to increased volumes.
Approach
Capco worked with cross-departmental stakeholders to identify a future-state vision and design strategy, along with a detailed request-for-proposal process. Focusing on performance management, clarifying roles, turnaround times, and volume expectations to actively manage the staff in terms of their work output provided sales, underwriting and IT a clear vision of departmental roles and responsibilities while also establishing precise turnaround time and volume expectations for the release of quotes and proposals. The Capco team then laid out a plan to implement those changes in a practical manner and timeframe, designing a “work week” approach, bringing together teams to work collaboratively and fine-tuning the process to enable cross-functional alignment and scalability to support the client’s aggressive business growth strategy.
Impact
The client delivered 6x more quotes during peak season meeting 85% of turnaround time expectations. This also informed decisions on future-state automation opportunities to further streamline the process. Capco remains engaged to support change management endeavors, business value reporting, and the overall progress of the program as the client moves forward.
Deliverables