Streamlining Insurance Claims with Zendesk
Nationwide insurance provider supporting 13,000 accredited partners and 400+ employees seeking technical guidance to address operational challenges.
Challenges
- Siloed Communication Channels
- Manual Ticket Routing
- Inconsistent Claim & Facility Interaction Quality
- Slow Internal Approvals
- Limited Self-Service
Solutions
- Implemented Zendesk AI agents and Copilot to automate claims and facility support workflows.
- Enabled omnichannel support to manage partner queries across multiple communication channels.
- Configured SLA-driven forms and automated workflows to improve response time and operational efficiency.
- Built a structured knowledge base and Auto QA system to support and scale services for 13,000+ partners.
