Insurance Leader Boosts Underwriting Productivity by 30% with Skan

Skan was deployed on 100% of the operator machines, including underwriters, underwriting agents, and outsourced Business Process Operators (BPOs) for back-office support. 

Skan captured the underwriting process across this broad base of users, observing the detailed actions and outcomes during the end-to-end process. The strategy revealed unmatched granular metrics at the operator level. 

Through this comparison analysis of process models, Skan identified variability across three operator groups and produced detailed metrics into their performance differences. The customer used this information to benchmark outcomes, predict volume, and plan new training initiatives. 

They were able to establish new Standard Operating Procedures (SOPs) and baselines for the Underwriting process. By comparing behaviors against KPIs, they could eliminate non-value-added tasks (specifically for underwriters). 

Also, by aligning tasks with skill sets, they were able to eliminate redundant activities among underwriters, assistants, and BPOs. Implementing the insights from Skan helped the client improve productivity by 30% across all teams.