Skan conducted a thorough analysis of the Overall Turn-Around Time (TAT) and Processing Time (PT). The client built an end-to-end process map and validated it using the Skan Clickstream with video playback of all user activities across the end-end process. This allowed the client to analyze process variability and identify root causes for the variability.
Additionally, Skan performed sequence and wait time analyzes. Through this analysis, the client gained valuable insights into application usage and opportunities for automation. Skan generated detailed analysis and actionable insights to support process optimization.
Skan determined that missing inputs were the root cause of delays in responding to customer requests. By pinpointing and prioritizing these inputs in a structured format, the client was able to streamline the renewals, tax exemptions, invoicing, pricing, and claims processes. Automating repetitive, rules-based steps accelerated turnaround times.
Customer request analysis revealed value-added activities versus irritants in customer experience. An "irritant x value-add" framework uncovered key drivers of exceptional service. Activities negatively impacting the experience were eliminated. Self-service enablement and automation reduced the total turnaround times for common requests like order status.
The focused identification of missing inputs led to process improvements. Through process streamlining and automation, the client was able to accelerate response times. Distilling the customer experience into value and irritants allowed service deliver to be tailored to boost customer satisfaction. Overall, key insights from Skan drove systematic enhancements to transform the customer experience.