#Japan #Tokyo #Pet Insurance #Altius Link #Back-office Operations

Altius Link's Successful Transition for Pet & Family Insurance

Altius Link Inc., based in Shibuya, Tokyo, has recently showcased a successful case study in transferring back-office operations for Pet & Family Insurance Co. from international locations. This transition not only maintained high-quality standards but also led to a remarkable 24% reduction in processing time without any errors.

Background and Challenges

Over the last decade, the pet insurance market has experienced significant growth, leading to a consistent increase in insurance claims. This situation prompted Pet & Family Insurance to outsource operations to Altius Link. Previously managed in Dalian, China, operations faced a complete halt due to COVID-19 lockdowns. To mitigate this risk, the decision was made to relocate operations to Japan, ensuring sustainability in their business model.

Concurrent Start of New Services

One of the main challenges during the transition was maintaining the 'high service quality' and 'speed of response' that had been cultivated through ten years of collaboration between the two companies. Meanwhile, new services, including an online claim system for insurance payments, were also rolled out, necessitating an agile response capability.

Achievements and Key Takeaways

Creating a system for data input was essential during the operational shift. Close collaboration between well-versed personnel and those acquainted with Pet & Family Insurance's systems and workflows enabled a phased transfer, incorporating regular testing and adjustments. Even with a higher-than-expected influx of requests for the new online claims service, Altius Link achieved stable operations with zero processing errors.

Focused on Efficiency Improvement

Altius Link established detailed operational manuals and implemented stringent monitoring for maximum efficiency. Additionally, operators received training in practical environments appropriate for real-world applications. These initiatives led to roughly a 24% reduction in processing times while preserving high standards of quality and enhancing operational efficiency.

Further details on this case study are available on Pet & Family Insurance’s implementation examples, showcasing the successful adaptations and improvements made.

Future Prospects

Moving forward, Altius Link is committed to collaborating with Pet & Family Insurance to continue delivering high-quality services that ensure customer trust. By leveraging the latest technologies alongside human expertise, Altius Link aims to contribute significantly to the business growth of its partner companies.

Additional Resources

• - For more information about Altius Link’s back-office services, visit here.

Company Overview

Altius Link, a joint venture backed by KDDI and Mitsui & Co., operates a BPO business that addresses true challenges faced by client companies. With a robust workforce of approximately 56,000 people and a network of around 100 domestic and international locations, Altius Link combines high-value human services with advanced digital technologies to design excellent customer experience solutions.

• - Location: 2-2-1 Yoyogi, Shibuya-ku, Tokyo, 151-8583
• - Established: May 1996 (Altius Link launched September 1, 2023)
• - CEO: Hajime Wakatsuki
• - Capital: 100 million JPY

For more details, visit Altius Link.