• Introduction of a software-based appointment and route scheduling solution as well as a mobile solution for 120 surveyors
  • Consideration of strong deviations in the call volume, e.g., due to storm damage
  • Valid appointment arrangements with the customers during the first call

  • 31% fall in mileage and fuel in the route schedule
  • Increase of the appointments/day/surveyors from 3.9 to 6.9
  • Optimization of the communication effort with the on-site surveyors thanks to FLS MOBILE
  • Enhanced customer satisfaction

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.

The challenge
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.

The solution with FLS VISITOUR and FLS MOBILE
And this where the FLS technology demonstrates its full potential. In 2013, the company decided to implement FLS VISITOUR and the mobile solution FLS MOBILE as a SaaS solution for the Innovation Property sector (formerly LAS Claims). FLS VISITOUR reacts precisely and quickly to changes to the initial situation and optimizes the existing appointment and route schedule, while taking into account the specified priorities and requirements. This allows Innovation Property to process a large number of appointments and enhance surveyor effectiveness.

The benefit
FLS VISITOUR was implemented in the day to day business just three weeks after the start of the project. "We are extremely encouraged by the results so far," says Ian Hogarth, director of Innovation Property. "FLS VISITOUR has helped to reduce mileage from an average of 34 miles per job to 19 miles. Besides cutting fuel expenditure by 32%, the number of daily appointments has increased from 3.9 to 6.9." The utilization of FLS MOBILE has led to a significant reduction of communication and the real-time communication drives further efficiency, thus continuously improving service quality.

"FLS has created a unique solution that delivers significant value, both financially and operationally for the business. The benefits and savings which FLS promised in advance have been met 100%." IAN HOGARTH, Director Innovation Property