Insurance Company Streamlines Claims Process Through Zendesk Technical Guidance
Business Overview
Business provide nationwide insurance facility with 13000 accredited and with 400+ employees. They are looking for technical guidance to deal with varied challenges.
Challenges
Siloed Communication Channels — Claims and facility inquiries were coming in from email, walk-ins, calls, and direct facility partner communications, with no unified tracking.
Manual Ticket Routing — Support staff manually assigned tickets for facility-related requests, slowing response times.
Inconsistent Claim & Facility Interaction Quality — Supervisors lacked visibility into all 13,000 partner facility communications.
Slow Internal Approvals — Back-and-forth between claims, facility management, and underwriting caused processing delays.
Limited Self-Service — Policyholders and facility partners lacked easy access to claim requirements, partner status, or service guidelines.
Solutions We Offered!
Valuehub delivered end-to-end Zendesk optimization—streamlining claims and facility workflows through AI agents, Copilot, Auto QA, omnichannel setup, SLA-driven forms, and a structured knowledge base for 13,000+ partners.
Outcomes in 4 Months
The claim acknowledgment time was reduced from 1 day to just 4 hours, ensuring faster response and improved client trust.
Facility request resolution time improved by 45%, enhancing operational efficiency and partner satisfaction.
Quality assurance coverage increased from 10% manual sampling to 100% automated reviews through Zendesk Auto QA.
The first contact resolution rate rose by 25%, reflecting improved agent effectiveness and streamlined communication.
Customer satisfaction (CSAT) for both claims and facility services saw a 15% boost, highlighting the overall success of the transformation.