2020 Innovation Name: COVID-19 hardship response
Awards: 2nd Most Innovative Banking, Superannuation and Financial Services Company
SocietyOne has designed a completely digitised process to dramatically speed up the processing of COVID-19 related hardship claims, without losing the quality of care and customer service. It spans three data collection channels, which are fed into a triage bot, which speeds up the process and improves the consistency of decision making.
More than 2,000 customers were successfully assessed using the new process throughout a four-week period and the average time for processing requests has reduced from five days to less than 24 hours.