31% Productivity Increase for a F250 Benefits Provider

Within two weeks, Skan AI delivered detailed claims operations data, quantifying how much time people spent on processing, worktime, and non-process work. The insights also provided supplemental data points, such as the number of decisions and actions per FTE to add valuable context. 
 
Skan AI then generated a real-time look into unit cost, processing cost, and required staffing by case type, customer, and employee role. These valuable insights had a positive impact beyond claims, informing better pricing and product catalog decisions.  

A major component of the carrier's efficiency initiative was the adoption of a fully digital end-to-end customer experience for enrollment, administration, and claims. Skan AI's detailed insights around system utilization across users, applications, and experience levels with variant analysis helped accelerate digitization and automation and found training priorities and smarter technology investments.

Skan AI delivered measurable process automation results for this F300 organization, including reduced cycle times, lower error rates, improved workforce utilization, and stronger customer satisfaction outcomes. Insights from Skan AI helped the client achieve $15M in OPEX savings, 5 months ahead of target. The partnership:

• Improved processing utilization (minutes per day) by 41%

• Reduced the average time to close a case (total minutes) by 16%

• Boosted overall productivity by 31%

• Fed decisions and interactions with better data for an overall 28% increase in accuracy

Skan AI also helped the client improve capacity forecasting in new payroll and gain a lift in Net Promoter Score (NPS) from 3.5 to 3.9.

The carrier now uses Skan AI to drive more accurate staffing and hiring forecasts. With Skan AI data, the client was able to quantify that it takes exactly 290 days for new hires to reach their newly established target level of productivity.