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Improving Loan Case Assignment at Verivox with Q-assign
Verivox, a leading online comparison portal, faced challenges in efficiently assigning loan cases to its consultants, leading to delayed response times and lack of control. By implementing Q-assign, they optimized the distribution process, resulting in 75% of cases being addressed within the first 30 minutes, enhancing their overall service quality.
Verivox operates an online consumer comparison portal, offering its users insights and choices across various services including energy, telco, insurance, and banking.
Efficient case assignment in online portals is pivotal to ensuring speedy and effective customer service. When there’s an absence of an organized distribution system, the resulting inefficiencies have a direct impact on response times and overall service quality. This was the situation that Verivox found themselves in, for the banking division.
Prior to Q-assign, loan consultants at Verivox operated in a self-service environment, allowing them to selectively pick cases. This resulted in a lack of clarity and control over case assignments by the management team. Consequently, numerous cases remained unattended in the queue. The complexity of managing case distribution was further exacerbated when the team grew from three consultants to >60.
The implementation of Q-assign marked a turning point for Verivox in their case distribution. This tool facilitated the distribution of loan requests from customers to loan agents based on diverse criteria, ensuring the right agents received pertinent cases, within the minimum time frame. The transition was smooth and efficient; for the initial implementation the Verivox team provided their business requirements, and the Q-assign team took care of the technical configurations.
The highly user-friendly nature of Q-assign solution means that the Verivox team can make any changes to the assignment logic immediately themselves without the need to wait for assistance from their Salesforce support team.
“In the sales business you need to be able to act and adapt quickly. Being able to steer Q-assign as a business user, without any requirement for IT, gives us independence and flexibility.”
Oliver Maier, Managing Director, Financial Comparison, Verivox
Post-implementation, the turnaround times witnessed a dramatic improvement. Approximately 75% of cases were now addressed within the first 30 minutes following distribution, a significant increase from the earlier 40%-50%.
Conversion rates have also improved, with Q-assign being one of several factors driving this success metric.
What’s more, the Verivox management team now has a complete view over their case distribution operation, and the tools they need to adjust their processes at any time, to optimize delivery.
For Verivox, Q-assign proved to be a transformative solution, streamlining their case distribution system and greatly enhancing their response times. They now have a solution they can adjust and optimize at any time, adapting quickly to changing circumstances with no reliance on the IT team.
