The challenge
Manual reimbursement steps created avoidable work, slow resolution, and a poor experience at the moment customers most needed clarity.
The approach
- Mapped the end-to-end workflow and identified the decisions and handoffs creating delay.
- Partnered across product, operations, IT, and vendors to design a practical digital path.
- Measured the resulting change in effort, efficiency, cost, and customer experience.
What changed
The redesigned workflow reduced manual effort while improving speed and the customer experience.