Project Description:

1. MetLife Claim representatives have access to all customer information, creating seamless customer service.
2. "Claim-at-a-Glance" displays give a snapshot view of each claim. All outstanding tasks, vital information and recent contacts are immediately accessible.
3. Analysis of the work allowed complex tasks to be eliminated or reduced. Representatives can handle up to 30% more claims with the new system.
4. New representatives behave like old pros with 80% less training due to optimized workflow and an intuitive user experience.

MetLife Auto & Home is one of the 10 largest auto and home insurance providers in the country. Their 3,000-claim representatives work under difficult, stress-filled circumstances to provide world-class customer service.

MetLife's business group recognized that increased call center efficiency was vital to meeting its business goals. Creating technology to enable world-class service would provide a significant competitive advantage. MetLife's technical team was confident it could build the system, but had little experience in designing a user interface that would support that level of service. A successful solution had to allow call center representatives to quickly provide accurate service from the first day of use. MetLife knew what they needed; they just didn't know exactly how to make their vision come to life.

Ariel partnered with the MetLife business and technology teams to design a system that would achieve their business goals. Ariel consultants became an integral part of the planning and design, working hand-in-hand with MetLife teams through multiple project phases. As the vision became clearer, Ariel worked with MetLife to understand the representatives' requirements and design a system that would meet the business needs while being easy-to-use and require little training.

The new claim system was a resounding success! Business efficiencies increased 30%. System training was reduced by 80%. Most of all, customer service improved dramatically. Many complex tasks were simply re-engineered or eliminated; those not eliminated were supported with knowledge or other resources. With the new system, MetLife representatives focus on customers, not on complex systems and hard to find information.