The Innovation Group based in Whiteley (UK) is a global provider of business process services and software solutions to the insurance, fleet, automotive, and property industries. The publicly listed company had annual revenues in 2011 of €223m and currently employs over 2,400 staff in the 13 largest insurance markets spanning North America, Europe, Asia, South Africa, and Australia.
Everyday, 120 experts carry out private household claims management services for leading property insurers. It was hoped the introduction of a software-based appointment and route scheduling solution would provide optimum support for the daily challenges dispatchers face: scheduling surveyors for thousands of damage reports whilst taking strict SLA deadlines as well as skills, material stock, etc. into account. When the number of appointments rises drastically, e.g. after weather surge events, the claims volume may increase by over 600% above the daily average. These claims have the highest priority and must be integrated into the existing appointment and route schedule.