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. We swiftly hired and trained 60 customer experience associates to clear the backlog and developed a custom in-house training program to ensure the agency received top-tier customer experience talent.
IMPACT
Provalus delivered 99% of requested production hours, which represented a dramatic increase in productivity for the client and led to the elimination 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.
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