Drive Growth by Improving Your Customer Experience

The Challenges:

• Small Internal Team
• Limited Delivery & Support Capability
• Two Core Operating Models
• No Existing Recruitment Model

How We Helped:

• Business Architecture Design
• Operating Model Design
• Programme/Project Management
• Tech Systems Requirements Build & Selection
• Partner Selection & Management
• Organisation Design

Results:

The partnership between JustEat and Avocado55 proved to be a success. JustEat’s insourcing and service transformation program achieved the following outcomes:

• A streamlined and efficient in-house service organisation.
• Improved delivery and support capability.
• A unified operating model, eliminating operational inefficiencies.
• The establishment of a structured recruitment model to attract and retain top talent.
• Successful implementation of technology systems supporting the new operations.

In summary, the partnership with Avocado55 allowed JustEat to overcome significant operational challenges, transforming their in-house service organisation into a well-structured, efficient, and scalable operation.

Solution:

Avocado55 worked collaboratively with the drinks company to shape a three-year roadmap of change, focusing on greater consumer engagement, a more positive, responsive and responsible manner

How We Helped:

• Systems and Brand Analysis
• CRM & Language Application Support
• Developed Multi-Language Partnerships
• Continual Delivery Support / Operation Management
• Collaboration with BPO

Results:

The collaborative efforts between Avocado55 and the exclusive drinks company led to the following outcomes:

– A significant enhancement in consumer engagement, with consumers experiencing services in a more positive, responsive, and responsible manner.

– Improved brand identity and systems that aligned with the evolved consumer service strategy.

– The ability to provide consumer services in multiple languages, catering to a diverse and global consumer base.

– Continual delivery support and streamlined operation management, ensuring that the company could sustain and build upon the improvements.

– Effective collaboration with a BPO partner, resulting in the optimisation and relevance of processes for efficient service delivery. This partnership enabled the company to stay ahead of consumer expectations and industry trends.

Solution:

Avocado55 performed a comprehensive assessment of Bupa Global’s claims management process, providing a tailored solution that included:

Process Assessment:

Conducted a thorough evaluation of the existing claims management process to pinpoint areas of improvement.

Process Maps:

We documented detailed level 1 and level 2 process maps, meticulously highlighting pain points that needed attention.

Observations and Themes:  

45 key observations were categorised into themes, allowing for a systematic understanding of the challenges. Each observation was assessed for its potential impact, and specific recommendations were provided.

Recommendations:

Avocado55’s assessment spotlighted six project statements and four immediate improvement opportunities, accompanied by documented benefits.

Results:

• A remarkable 30% reduction in suspended claims was achieved, significantly enhancing the efficiency and effectiveness of the claims management process.
• The targeted 10-day turnaround promise was effectively improved, ensuring that Bupa Global could meet its commitment to its policyholders.

Client Testimonial:

Lauren Fox, Global Claims & BEI Operations Process Manager at Bupa Global, expressed her satisfaction with the project’s results, stating, “On the whole it looks great, and I really agree with the comments and ratings provided. We also all commented on how well it has been documented considering the short time span to learn the complexities of Bupa Global and our claims processes so thank you.”

Avocado55’s expertise and collaborative approach played a pivotal role in streamlining Bupa Global’s claims management process, benefiting both the organisation and its customers.