CHALLENGE
A state government agency grappled with the challenge of catching up on backlogged cases and running a more efficient claims operation. Despite their efforts, they struggled to fill open roles, leading to a growing backlog and mounting pressure. With no resolution in sight, the agency faced an urgent mandate to improve operations and boost customer satisfaction immediately.
SOLUTION
The client needed a partner who could not only tackle their persistent challenges but also align with their culture and values. Urgently seeking to resolve escalating backlogs, they turned to Provalus to elevate every aspect of their business and support a meaningful mission.
99%
of requested production hours delivered
10 Months
to reduce backlog significantly
THE PROVALUS DIFFERENCE
Provalus is people-centered. We hire dedicated, U.S.-based individuals who are billed at sub-U.S. onshore rates. We are revitalizing rural communities while providing our customers with the best possible talent. By joining us on our mission to revitalize rural America, our clients help us breathe new life into every small town we call home by creating numerous IT careers.
Based on the client’s goals, we:
- Immediately trained and hired 60 customer experience associates to address the backlog issues
- Designed our own in-house training program to deliver successful customer experience associates to the agency
RESULTS
Provalus delivered 99% of requested production hours which represented a dramatic increase in productivity for the client and led to the demolishing of backlogged cases. Thanks to a custom in-house training program, Provalus provided the agency with skilled customer experience associates who significantly reduced the number of cases per month. Within just 10 months, the Provalus team diminished the backlog, leaving the agency with satisfied customers and streamlined operations.
Want to join our mission and take the first step towards demolishing backlogged cases?
Contact us at info@provalus.com to get started!
