ReSourcePro - Back-Office Customer Service Team of the Year

Company: ReSourcePro, New York, NY
Company Description: Founded in 2003, ReSource Pro is the top outsourcing solutions company serving mid-size U.S. insurance organizations. In 15 years, the company has grown to over 3,500 employees across three countries, serving 350 clients and achieving a 97% client retention rate. For 10 years in a row, RSP has been listed as one of Inc. 500/5000 Fastest Growing Private Companies, placing it in the 99.5 percentile.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - Financial Services Industries

Nomination Title: Improving Service Speed and Quality in the Midst of a Pandemic

ReSource Pro is an insurance solutions partner, providing hundreds of insurance organizations with the people, processes, and technology to deliver award-winning service to insureds. Founded in 2003, the company has leveraged a reputation for quality and process innovation to grow to4,500 employees across China, India, and the U.S. ReSource Pro has been on the Inc. 5000 list every year since 2009 and received 3 Stevie Awards in 2019.

In early 2020, business interruptions rippled across the globe with the spread of the coronavirus. As ReSource Pro put its business continuity plans to the test, the company recognized a resiliency that would serve its 400+ clients in the insurance industry well. When other service providers failed to make smooth transitions to work-from-home environments in different global regions, ReSource Pro stepped up to provide exceptional, accurate, uninterrupted service in a time of great uncertainty.

Outline the team's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

In late March, India’s Prime Minister Narendra Modi imposed a nationwide lockdown to slow the spread of the coronavirus. The country’s services activity collapsed, with the IHS Markit India Services Business Activity Index dropping from 49.3 in March to 5.4. Many U.S. insurance companies depend on service partners in India, and the dip in service levels was devastating for many, particularly during a public health crisis.

One such impacted company was Client A (they prefer to be unnamed for this submission), one of the largest commercial insurers in the U.S. With the sudden shutdown, their service provider was not able to transition the client’s 500 full-time employees to a work-from-home environment. Client A was left in the lurch, asking U.S.-based employees to pitch in and searching for a new provider who could scale quickly and effectively.

With a global presence, ReSource Pro first saw the impact of the pandemic on its teams in China. That team bounced back to full capacity within two weeks, and the lessons learned from this early experience shaped transition plans for teams in the U.S. and India when they, too, had to shift to remote work.

As Client A looked for a new partner, ReSource Pro stood out due to its proven stability. Although a much smaller organization than the Client’s original service provider in India, ReSource Pro was confident they could meet and exceed Client A’s expectations.

The Challenge

Our response

ReSource Pro is an insurance solutions partner, providing insurance organizations with the people, processes, and technology to deliver award-winning service to insureds. With a global presence, ReSource Pro first saw the impact of the pandemic on its teams in China. That team bounced back to full capacity within two weeks, and the lessons learned from this early experience shaped transition plans for teams in the U.S. and India when they, too, had to shift to remote work.

Impact

With the digital ink still wet on the contract in May 2020, ReSource Pro set to work, establishing the IT infrastructure and onboarding 100 team members across India and China all trained in the specific insurance workflows Client A needed. The onboarding took four months, twice as fast as the previous vendor. Additionally, quality levels went up from below 90% with the previous vendor to 99% with ReSource Pro within a few days of the partnership.

One key task Client A handed over to ReSource Pro was endorsements processing. Endorsements are changes to a policy, like adding a new car to a commercial auto policy. If not processed in a timely manner, this vehicle may not be covered in case of an accident—a terrible experience for Client A’s customers. And if not done accurately, Client A would be on the hook for any legal issues and extra work involved in fixing the error. By processing endorsements quickly and accurately, ReSource Pro turned a service disruption into an opportunity to improve service.

The ReSource Pro team also supported Client A with New Business tasks. The Operations Director of New Business Service Delivery expressed her gratitude in an email to the ReSource Pro team: “In the past few months, I have had the privilege of being part of a team that is eager to succeed, committed to the work, processing knowledge and has the stamina beyond my imagination! You truly are a DREAM TEAM.”

Most importantly, ReSource Pro provided stability amidst the storm. Without a service partner, Client A would be diverting their U.S. employees away from customers during a time of major business interruption. Insurance is meant to provide peace of mind. With Client A’s U.S. teams once again focused on customers, the company could better deliver on that promise.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):