CASE STUDY
Using the analytics module of the Kissflow platform , Royal Exchange General Insurance has also implemented real-time dashboards to track the progress of claims processing . This flags claims that are approaching their deadlines and creates accountability , thereby encouraging strict adherence to SLAs .
The automation ensures that customers are kept up-to-date via email or SMS at every stage in the claims process . As a result , the insurance provider was able to bring down claims processing time from three days down to two hours , and reduce customer churn by 80 %.
With the ongoing digitalisation made possible by Kissflow , Royal Exchange General Insurance has also been able to embrace hybrid work , ensuring its operations continue smoothly no matter where the employees are based . The benefits of this were evident during the Nigerian elections when employees worked from home and could still ensure customers ’ requirements were served .
Another key area enhanced by Kissflow has been budgeting , which thanks to digitisation and automation is now both highly transparent and streamlined . This visibility and control have helped reduce instances of budget overruns at the company by 85 %.
Moving forward
Royal Exchange General Insurance is looking to build on its successes with Kissflow and is currently looking to further leverage the platform ’ s low-code capabilities for building custom application development .
Kissflow ’ s low-code aims to eliminate the barriers of technical skills by enabling both IT and non-IT staff such as line-of-business managers and department heads to collaborate and develop customised applications that automate and streamline business processes .
“ We are looking to build an investment application and HR application , and Kissflow ’ s low-code platform will enable us to engage all stakeholders in the development process which will no doubt yield impactful outcomes ,” said Agbai . Kissflow ’ s user interface and functionality have helped in showing value to end-users and get management buy-in , increasing user adoption and change management . Kissflow is helping the enterprise to achieve its longterm IT objectives .
Kissflow has put Royal Exchange General Insurance on a new digital transformation journey . Kissflow ’ s solutions have dissolved traditional barriers to innovation and redefined roles in the organisation by empowering individuals beyond the IT team .
“ We have gone from IT-driven transformation initiatives to the end-user driven one . More and more , employees and management are coming up with problems to solve using Kissflow ,” adds Agbai .
Agbai now considers Kissflow to be a strategic partner in achieving its vision of becoming the number one general insurance provider in Nigeria .” p
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