Admin Re has completed a highly successful back office overhaul by implementing advanced workforce management technology. 1,150 Admin Re employees now manage their workloads real time using OpEx software, developed and configured together with Corporate Modelling.
The OpEx project was initiated in January 2013 to help Admin Re create a better and more productive working environment for its employees, with the first books of business live in July last year and all books and areas completed Q1 2014.
Admin Re was looking for a flexible, scalable solution allowing Super Users in the business to be in control of their process models and implementation and management at all levels to get real time information on throughput, quality, capacity shortages and excesses against definable service level agreements. Aiming for a short return on investment, a short implementation timeline and with minimal changes to the existing back office systems they chose the Corporate Modelling OpEx solution.
Brian McPhail, Customer Services Director at Admin Re comments,
"The nature of our business is very complex, managing different books of business which require different processes, different skills and different service levels. Workforce management technology allowed us to better understand our employees and how they work, creating and implementing skills matrix for our books of business and marrying this to the workforce. OpEx is contributing towards a performance–led back office culture with increases in productivity.”
Alex Allan, COO at Corporate Modelling adds,
“Over the past year we have built a strong partnership with Admin Re, working together to harness the power of technology and make the insurance back office a more efficient and productive function. Now that OpEx has been fully deployed, we are expecting Admin Re to reap the business benefits of a more productive workforce, including increased quality and fewer complaints as customer processing is completed more quickly and to a higher standard. We look forward to building on this relationship moving forward, continually learning , enhancing and using our real time business architecture platform {OpEx} to deliver real change in the business.”
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