A leading U.S.-based healthcare insurance provider uses Epiplex Task Mining to identify productivity gaps & streamline operations

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Overview

A leading U.S. healthcare insurer with operations in India manages claims processing through a team of 2,000+ agents. They work on diverse applications, including legacy systems, client-server setups, and web platforms, often requiring manual data entry..

Challenge

  • Complex claim handling processes 
  • 20% of claims processing staff underperforming significantly with 100-200% productivity variations across multiple centers
  • Declining performance despite rigorous skills training and education.

Solution

  •  Improved end-user adoption with better IT application usage visibility
  • Effective identification of process bottlenecks and productivity gaps
  • Reduced time, cost, and effort in measuring end-user process compliance and performance
  • Capture best practices and benchmark processes for the organization
  • Enable root-cause analysis for average or below-average performance
  • Compare performance across various centers

Uncover Productivity Gaps & Streamline Operations