Summary:
- Integrated 1,000+ new clients, doubling claims serviced
- Opened two new call centers to handle increased demand
- Revived the acquisition program, meeting all targets in eight months
- Increased corporate revenues by 30%, proving the success of the initiatives
Company Background:
The client is a prominent Claims Management Company based in North America, specializing in comprehensive solutions for claims and productivity management. They serve a wide range of clients across the United States and Canada, offering services such as claims processing, productivity management, managed care, risk consulting, and more.
Their expertise spans various areas, including workers’ compensation, disability, FMLA, employee absence management, liability claims, warranty services, fraud investigation, structured settlements, and Medicare compliance solutions. With a strong reputation in the industry, the company is committed to delivering efficient and effective claims management services.
Challenge:
The company faced significant challenges during the integration of two recently acquired entities, one of which included four client companies. Delays and budget overruns plagued the integration process, jeopardizing client relationships and jeopardizing anticipated revenue growth.
Additionally, the company needed to scale its operations rapidly to accommodate the needs of a large retail client, which required a significant enhancement of their operational capabilities. Senior leadership recognized the lack of project management procedures as critical to ensuring timely delivery and effective oversight during this period of expansion and transition, further complicating the situation.
Solution:
To address these challenges, the company partnered with Plugwork, which implemented a series of targeted strategies designed to streamline the integration process and enhance operational efficiency.
Plugwork helped the company centralize decision-making processes and clarified roles and responsibilities across the organization, particularly focusing on the major acquisition. This ensured that everyone involved had a clear understanding of their tasks and the overall goals of the integration.
The company appointed a technology champion to oversee the integration efforts, ensuring that all technological aspects of the acquisition aligned with the company’s objectives and promptly addressed any issues.
A senior program manager was assigned to coordinate the implementation process for the retail client. This role was crucial in standardizing operations and ensuring effective coordination between different teams, which was essential for meeting the client’s needs.
Plugwork provided extensive training and mentoring. Enhancing meeting management and communication skills played a crucial role in maintaining project progress and ensuring the informed and aligned participation of all stakeholders.
To further improve the development process, Plugwork introduced Agile methodology. This approach enhanced the company’s ability to define requirements more clearly and conduct thorough testing, resulting in more efficient and successful project outcomes.
Results:
The collaboration with Plugwork resulted in significant and measurable outcomes that not only resolved the immediate challenges, but also positioned the company for continued growth and success:
Successful Integration:
With Plugwork’s support, the company successfully integrated over 1,000 new clients, effectively doubling the number of claims serviced. This was a major achievement that demonstrated the company’s ability to scale its operations and manage the complexities of large acquisitions.
Expansion of Service Capacity:
The company opened two new call centers to handle the increased demand resulting from the integration and the retail client’s needs. These call centers were critical in maintaining high service levels and ensuring that the company could meet its new clients’ expectations.
Acquisition Program Recovery:
We reset and recovered the troubled acquisition program, which had been at risk of failure due to delays and budget overruns. Within eight months, the company met all integration targets, significantly enhancing its ability to manage future acquisitions more effectively.
Revenue Growth:
The company achieved a 30% increase in corporate revenues, a clear indication of the success of the acquisitions and the effectiveness of the program initiatives implemented by Plugwork. This substantial growth not only validated the ROI of the acquisitions but also strengthened the company’s position in the market.
Conclusion:
Plugwork’s strategic interventions played a crucial role in overcoming the challenges faced by the Claims Management Company. By centralizing decision-making, appointing key roles, and introducing Agile methodology, Plugwork helped the company successfully integrate new clients, expand its operational capacity, and recover a struggling acquisition program.
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