Business Challenge

Our client is a leading provider of class action claims filing and recovery services in the U.S. Our client sought to improve their claims filing process by establishing optimized processes, methods, communications, tools, metrics and reports to support the growing volume of clients and claims.

The key issues that faced our client were:

  • Large volume of new claims to manage and upcoming claim filing deadlines
  • Current claim information gathering process was time consuming and inefficient
  • Limited management visibility into which types of client data were most effective in supporting a claim or which alternative sources of data could help support a claim

Client & Engagement Quick Facts

  • Client filed approximately 500 claims with an estimated recovery value of $200M
  • Approximately 45% of the claims filed were from new customers who contracted with our client 30 days prior to filing deadline
  • Implemented new standardized processes, communications, scripts, tools and templates to reduce the time required to collect customer data, increase efficiency in data collection efforts and assess overall completeness and quality of data to support claim
  • Identified metrics to quantify data quality, ease of collecting data and the impact of data types on claims to determine the ideal data set

Our Solution

After analyzing existing processes and communications, we designed and implemented new ones, improving our client’s ability to work with their customers in obtaining higher quality data in a shorter time. We established a metrics based approach for managing the claim lifecycle and customized reports in Salesforce to view and analyze these metrics.

Business Benefits

Our client was able to submit $200M in customer claims prior to the filing deadline, twice their expectation, through the new optimized processes and now has a framework for planning and executing future settlements.

About Kenny & Company

Kenny & Company is an independent management consulting firm providing Strategy, Operations and Technology consulting services to our clients. Our management consulting practice, experience and insight also enable us to provide early stage venture capital investments to select startup companies, and through our philanthropic endeavors to give back to our communities.