Health Insurance Company Back Office Productivity Improvement

This case study details the challenges faced by a large health and wellness company in the United States regarding back office productivity. The organization struggled with traditional desktop analytics tools that failed to provide adequate visibility into workflow, leading to significant idle time among associates. To address these issues, the company implemented Intradiem's Back Office Automation solution, which aggregates data from internal systems to deliver insights into productivity. Over a nine-month period, this solution resulted in an 18.4% increase in productivity and a reduction of idle time by more than 14 hours per associate each month. The data generated also enhanced reporting quality, enabling managers to identify areas for improvement and provide targeted coaching. The implementation of Intradiem not only improved operational efficiency but also contributed to faster issue resolution for customers and stronger support for employees, demonstrating a significant return on investment.