Intact Insurance UK

Intact Insurance UK's Commercial Risk Solutions (CRS) division was struggling with process complexity that was absorbing unnecessary cost and making it difficult to cope with peaks and valleys in customer demand. Leadership had no visibility into back-office productivity or FTE capacity, making it impossible to drive continuous improvement. There was no transparency into process inefficiencies, true volumes, or skill-to-workload matching.

Intact Insurance UK deployed Verint Operations Manager to gain end-to-end visibility into its complex, multichannel transactions and processes. Over a 20-week transformation, the solution provided multichannel transaction capture, capacity planning, work prioritization and allocation, quality assurance, compliance monitoring, and real-time performance dashboards. Verint's professional services team developed an agile solution to streamline and automate existing processes.

The deployment achieved a 40% reduction in backlogs, a 20% increase in effectiveness, and a 20% lift in capacity through process improvements. An existing 70-hour backlog was eliminated within six weeks, and an additional 29% capacity gain was identified through sustainability and continuous improvement plans. Leadership gained comprehensive visibility into all processes and processing times across CRS.

• Operational visibility is a prerequisite for improvement: without transparency into back-office processes and FTE productivity, continuous improvement is impossible to drive systematically.
• A structured transformation journey (workshop-based discovery → go-live → continuous improvement) accelerates time-to-value for workforce management deployments.
• Capacity gains compound: an initial 20% lift identified a further 29% opportunity, showing that data-driven operations unlock successive improvement cycles.