Case Study

Subrogation

How Enlighten empowered a multinational healthcare provider better serve its members by becoming more efficient, productive and focused on operational excellence, while simultaneously lifting internal employee engagement.

Case Study

Claims Recovery

How a prominent North American healthcare provider leveraged Enlighten to create transparency, lift output per FTE by 62% and dramatically reduce overtime, while further building on its positive workforce culture.

Case Study

Refund Adjudication

How Enlighten helped one of the largest US healthcare providers gain visibility, transparency and operational control, resulting in drastically reduced unit costs and greater employee engagement.

Thought Leadership

Building Agility at Scale

An agile back office that can quickly respond to opportunities and threats is an enticing vision. Explore how large companies can put this vision into practice and become truly agile.

Thought Leadership

Blended Work Teams

If done right, blended work teams can become a considerable source of flexibility and efficiency. Explore the common pitfalls to avoid when utilizing blended work teams.

Case Study

Global Investment Management Firm

Helping a large global banking and brokerage firm to increase productivity by 45% within six months of the project’s commencement, as well as absorb large spikes in volumes while slashing overtime and lowering headcount.

Case Study

Global Insurance and Asset Management Firm

Helping a global insurance leader implement measurable and quantifiable performance metrics and processes, with the aim of boosting productivity and eliminating $20 million from the company’s operating budget by 2020

Thought Leadership

The Power of Engagement

Coming into work and having no human interaction is a recipe for low engagement, for disaffection, for lack of caring. To help employees overcome these challenges, companies must provide leadership and ensure managers develop habits and routines that involve talking to their people each day.

Thought Leadership

Overcoming the fear of sharing individual results

Openly sharing individual performance metrics can lead to higher employee engagement. The secret is focusing on the story behind the numbers

Case Study

Brokerage

How Enlighten helped an international Retail Bank improve output per FTE, employee engagement and efficiency

Thought Leadership

Enlighten On-Site Assessment

Enlighten conducts an on-site assessment before every project to ensure fit and to review existing management practices /tools. A typical on-site assessment takes 4-5 days followed by a presentation of findings, projected benefits and ROI.

Case Study

Mortgage Processing for Retail Bank

Helping a large retail bank reduce operational cost per loan in mortgage processing while improving customer service and gaining market share – Increased loans funded per FTE by 100% and reduced complaints by 75%

Case Study

Lending Services for Global Bank

How Enlighten helped a global financial institution increase throughput, improve employee engagement and reduce backlogs by more than 85%

Case Study

P&C Insurance Call Center

Helping one of the largest US P&C Insurers improve active management and training to improve service levels and productivity – Across multiple groups, Average Handle Time reduced 9-25% while service levels increased 58-75% in 20 weeks

Case Study

Commercial and Personal Lines

Helping a large insurer improve productivity in Underwriting and Claims across Commercial Insurance, Personal Auto Insurance and Personal Home Insurance groups – Efficiency increase of 66% and Net Promoter Score gain of 136% in year 1 of long-term client engagement

Case Study

P&C Insurance Back Office

Helping one of the largest US P&C Insurers grow capacity in centralized back office operations to handle increasing workload during phased location consolidation without over working associates – Improved efficiency by 54% during 20-week pilot project while maintaining quality and improving culture

Case Study

Mutual Fund Transaction Processing

Helping US headquartered mutual fund customer service organization to keep quality high and optimize capacity across on-shore and off-shore operations - 85% efficiency gain in 20-week pilot program and 107% efficiency gain overall for 700 FTE operations 18 months post-launch

Case Study

Retirement Solutions

Helping leading US provider of record-keeping services to grow capacity for new clients with minimal growth in FTE - 24.8% efficiency Gain in 20 weeks

Thought Leadership

The Quintessential Elements of Continuous Improvement

​Creating operational excellence and instilling a culture of continuous improvement is a utopia that most organizations never reach. Nonetheless, certain industries have witnessed much greater success than others in the quest for continuous improvement.

Thought Leadership

The Crime of Wasted Capacity

Latent capacity accounts for approximately 10-30% of costs in back-office operations, even in teams that do not have high volume fluctuations. Gain insight into this phenomenon and learn steps executives can take to identify and leverage hidden capacity.

Thought Leadership

The Inherent Flaw of Using Averages

Most organizations set performance standards based on the highly flawed approach of using historical averages. Learn about four traps executives fall into by using this approach.

Thought Leadership

Why Offshoring Should Be Your Last Resort

​The sluggish economic recovery and pressure to increase earnings continues to influence the leadership of banks and insurance companies to focus on driving down costs.

Thought Leadership

Why Managers Don’t Manage

Explore why front-line managers are often spending very little time on management activities.

Thought Leadership

Why do Lean Projects Fail

Lured by the prospect of major costs savings and productivity improvements, executives eagerly proceed with Lean or Six Sigma projects.