Success Stories

Leading Japanese Extended Warranty Administrator successfully transforms its claim process with Merimen

Leading Japanese Extended Warranty Administrator successfully transforms its claim process with Merimen

Key Highlights


Challenge – Scaling to maximise potential

Facing operational challenges in processing 50-60 claims a month, the Extended Warranty Administrator (EWA) transformed itself using Merimen eClaims and implemented a digital claims process according to their stakeholder’s needs.

Solution – A digitized streamlined claim process

Merimen eClaims provided a centralized platform connecting operation branches and call centers, offering an easy and convenient workflow.

Results – Offering an improved customer experience

The EWA achieved its goals of improving turnaround time and staff productivity, reinforcing its brand as a reliable and trustworthy partner to customers.

 

The Challenge


Scaling to maximise potential

As the EWA prospered and grew its market share in Japan, the number of claims it had to process increased. However, the EWA faced challenges scaling its current systems to cope with the rising volume.

The EWA recognized that their main challenge was an absence of an efficient claim management platform. Its current systems were unstructured and fragmented, resulting in slow communication and document processing between parties involved in the claim. This slowed down the entire claim process review, leading to longer waiting times and a poor user experience.

Facing operational challenges, the EWA turned to Merimen for a solution.

The Solution


A digitized streamlined claims process

The EWA chose Merimen for its innovative and versatile eClaims platform. eClaims is a digital claim management platform which connects all parties in a centralized ecosystem and streamlines the entire claim process.

Previously, the absence of a central platform resulted in an unstructured system which made internal communication between operation managers and call centers disorganized and troublesome. With eClaims, parties could communicate faster and more easily through the centralized platform, leading to greater convenience in receiving and processing documents.

Automation for improved productivity and efficiency

The automation features of the eClaims platform were another key reason why the EWA chose to partner with Merimen. eClaims offered workflow automation features that enabled the EWA to design and implement an efficient, streamlined process. For example, automated workflows were set up to triage claims to the designated team, eliminating the need for manual assignment of claims.

Moving towards a complete end-to-end claims process

The EWA and Merimen are working towards onboarding the entire claim ecosystem onto the eClaims platform in the future. This would create a fully digital ecosystem, connecting all parties involved and leading to a more efficient and comprehensive end-to-end claims process.

 

The Results


Since the EWA went live on Merimen’s eClaims platform, it has achieved the following benefits:

Time and Cost Savings with Automation

The automation of claim processing has saved valuable time, allowing employees to channel a greater focus and effort on complex claim cases. With more effort catered towards handling complex customer claims, the EWA has reported greater confidence in its ability to manage claims costs.

Faster turnaround time

Driving an increase in customer satisfaction is a faster claim processing time. With eClaims, the average turnaround time has decreased. This means customers get their claims processed and settled faster, allowing for a more pleasant customer experience.

 

About the customer


Our customer, an Extended Warranty Administrator (“EWA”), is a leading provider of Extended Warranty solutions in Japan. The EWA serves one of the largest retailers in Japan with more than 1,000 shops, insuring on average 8,000 to 10,000 products a year such as white goods, electric appliances, and other various machines

 


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