To provide customer support and service to the under-served high-risk customer segment, the Progressive Corporation, a US automobile insurer, developed its "Claims Workbench," a platform installed in laptops with wireless modems, that allowed claims representatives to perform up to 20 separate transactions in the field. When an accident was reported, representative were sent to the incident location where they completed all paperwork on the spot, minimizing the incidence of fraud. Representativ...

BPIR Categories

6.4.1 Improve process/service performance
1.2.3 Identify new innovations that meet customer needs

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