National Insurance Provider

“We thought we understood our claims processing workflow until ETSLabs process mining revealed the actual path interactions were taking through our systems. What we believed was a 6-step process was actually 14 steps with multiple unnecessary loops. The visualization tools helped us identify three major bottlenecks that were adding 48 hours to our average handling time. After implementing their recommendations and automation, we reduced processing time by 55% and improved first-contact resolution from 61% to 84%.”