Business Transformation April 11, 2016 Challenge Business Transformation - An Individual Life Insurance Division of an international financial services company was plagued with customer complaints regarding their payment process. Solution Navigant partnered with the client to redesign their payment process to reduce customer complaints by providing management and analytical support including project management support, data gathering and analysis, and future state scenario projections and solutions. Impact Navigant’s recommendations improved customer satisfaction and operational efficiency: customer complaints decreased 20% and turn down volumes decreased 25%.

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