New workflow processes generate cost efficiencies and enhance customer service
For more than 50 years, 很多家庭都依靠德州农业局保险来帮助他们管理日常生活中的风险. The company occupies a unique market position, 在为客户服务的社区中，人们的声誉建立在信任的基础上，协议通常是通过握手来确定的. 德克萨斯州农业局 has thrived by emphasizing high-touch, personalized service as an operational hallmark, inspiring many customers to traditionally hand down their memberships to offspring.
Like many insurers in recent years, 由于日益复杂的技术流程和客户期望的提高，德克萨斯农业局在保持高客户服务水平方面面临挑战. 运营效率低下和行业压力也导致汽车物理损坏索赔的严重性增加. To address the issue, 德克萨斯农业局需要了解可以做出哪些改变来改善客户服务，同时找到最适合其成本管理需求的亚博真人官方版APP.
Managing Logistical Complexities & Technology Hurdles
多年来，德克萨斯农业局一直成功地利用米切尔的总损失和估算产品, along with products from other vendors. To resolve its new customer service challenges, the insurer worked with Mitchell to begin analyzing service data and evaluating claims processes, 实践和标准，以发现导致其操作效率低下的关键因素.
Almost immediately, 德克萨斯农场局意识到，其现有的多供应商亚博真人官方版APP方法无法适应该公司的高接触客户服务模式. During peak claims periods, 调度员和评估师在管理客户访问和即时更改计划方面存在困难, creating workflow bottlenecks. “我们是为数不多的拥有真正的多线理算员处理汽车索赔的亚博真人官方版APP之一,” said 马克•米切尔, State Physical Damage Manager at 德克萨斯州农业局. “When we had a big hailstorm, 很多时候索赔会堆积起来，我们不得不从邻近城市找理算员来满足需求. 我们用于工作流管理的覆盖软件并不像我们需要它在管理高容量时那样干净地工作, fast-changing circumstances. The right answer was focusing on a single partner, 这使得理赔过程更加透明，理赔人员的管理能力得到提高.”
Partnering for Success
将德州农业局的运作提升到一个新的水平不仅仅需要一个不同的工作流程产品, but a true technology collaboration. 该公司采用了整体的工作流程管理方法，并开始定期与Mitchell会面，以审查数据和微调流程.
Within a few weeks of our joint collaboration, our team began implementing changes and we quickly saw improvements.
“历史上, 德克萨斯州农业局 has had a buyer-seller relationship with its technology providers, and this just wasn’t working any longer,” said 马克•米切尔. “We needed somebody to come and work alongside us as a partner. We decided to go ‘all-in’ with Mitchell. Within a few weeks of our joint collaboration, our team began implementing changes and we quickly saw improvements.” By collaboratively identifying strategies for streamlining claims management, the companies implemented a comprehensive suite of Mitchell WorkCenter workflow solutions. These changes reduced average cycle times, even during heavy storm activity, while improving customer service levels. The new solutions also enhanced the insurer’s repairable estimating accuracy, which helped reduce costs. 德克萨斯州农业局在2016年第三季度开始发现严重程度下降，这一趋势一直持续到2017年，并且在过去9个月中有3个月超过了行业平均水平.
With a continued focus on improving their customers’ experience, 德克萨斯农场局的新流程增强为现场调整人员和评估师提供了更大的灵活性和管理客户估算的能力. With the single-vendor system and common user interface, they could now more easily schedule, reschedule and organize their appointments with minimal customer disruption, even during peak claims periods. 改进工作流程还需要进行底层更改，以帮助调整人员最大限度地提高这些新功能. 德克萨斯农业局启动了一项全损培训计划，以使理算员在处理全损客户方面保持一致，并制定了最佳实践培训，以确保所有现场人员都能熟练使用Mitchell亚博真人官方版APP来优化结果.
Building for the Future
德克萨斯州农业局 leveraged their own team of field appraisers, 调整人员和管理人员审查建议的更改并实施工作流亚博真人官方版APP，以最好地服务于他们独特的客户. 集体, 亚博真人官方版APP实施的流程增强功能提高了他们在高峰时段为客户提供服务的能力，同时全面减少了索赔成本管理. By utilizing new solutions tightly integrated with existing estimating and total loss solutions, they realized significant gains in workflow efficiency and reparable estimating accuracy. 更有效的员工评估分配流程有助于缩短周期时间并改善客户体验. As an added benefit, 米切尔发现了更好地与客户合作的新方法，并增强了他们的专业咨询服务.
With Mitchell, we have not only a technology provider, but a true stakeholder in our success.
But as with all good partnerships, according to 马克•米切尔, 两家公司正在不断创新，以逐步实现更好的运营和客户结果. “We are piloting Mitchell’s next-generation compliance and estimation services, as well as exploring new capabilities like photo-based estimation. With Mitchell, we have not only a technology provider, but a true stakeholder in our success.”