At UK insurance giant RSA, process complexity was overtaking the business. The back-office operations of the company’s Commercial Risk Solutions group was absorbing unnecessary cost and finding it increasingly difficult to cope with peaks and valleys in customer demand. It needed a new way of working.
RSA was able to improve operational visibility and gain control of its processes and employee productivity with Verint Work Manager. “We gained complete insight into process inefficiencies, true volumes, skills, capacity, and demand.”
RSA reduced backlogs by 40% and increased employee effectiveness and capacity by 20%.
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