Business Impact Request turnaround time improved 2.5x

Lantrasoft helped an online insurance customer improve Business Impact Request turnaround time by 2.5x, resolving aged requests that had affected policyholders and end customers.

Discuss a similar challenge

2.5x faster turnaround on Business Impact Requests

51% → ~90% requests closed in under 5 days

49% → ~10% requests ageing beyond 5 days

8x5 → 24x6 support coverage for requesting and servicing teams

Customer overview

A leading U.S. online insurance provider operating in a competitive market with a large customer base and high daily transaction volumes.

Business requirement

Improve turnaround time on Data Quality – Production Impact Requests
Address ageing requests to provide timely service to several thousand policy holders and end-customers

The challenge

Evolving requirements

Business requirements on each Impact Request continued to evolve during resolution.

Business user availability

Limited availability of Business Users for solution review and approval slowed closure.

Cross-functional coordination

Requests needed coordination across multiple functional teams to resolve.

Domain knowledge gaps

A lack of domain knowledge to a certain extent added friction to request resolution.

Our approach

Document the backend

Understood and documented the DB objects and schema in the backend.

Map schema to business rules

Arrived at a mapped view of the schema to business rules and code logic.

Apply documented logic

Applied business rule/logic from the documentation for each Impact Request.

Knowledge transfer

Onsite training followed by internal knowledge-sharing sessions.

Extended support coverage

Moved support coverage from 8x5 to 24x6 for enhanced interaction and coordination between the requesting and servicing teams.

Sample scenarios addressed

Resolved issues spanning policy retention discounts, campaign benefits not applied, sales agent application data sync issues, and batch job failures.

Results achieved

2.5x faster turnaround

Business Impact Request turnaround time improved 2.5x versus the prior baseline.

Less than 5 days closure

Closure turnaround within 5 days improved from 51% to approximately 90%.

Ageing requests reduced

Requests ageing beyond 5 days dropped from 49% to approximately 10%.

Remaining dependencies understood

The remaining ~10% of requests were tracked to Business Team availability and request complexity.

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