US based Healthcare Insurance Product Company
What we achieved
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100% Nippon rollout to Offshore team
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85% Reduction in lead time of ticket
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50% Improved productive effort from Feb’20
To who
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Industry: Healthcare
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Products: Nippon
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Region: NA
Overview
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Part 1
Challenge
Customer concern on team availability during remote work
High ticket closure and lead time
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Part 2
Solution
We plotted the productivity distribution of FTEs in 3*3 matrix with Y axis as a composite output score and X-axis as actual hours
Distribution gives a view of different cohorts of productivity among employees
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Part 3
Results
Visible changes in individual member accountability and transparency with less breaks, on-time and on-call availability.
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