Insurance - Top-10 carrier
Claims automated end-to-end for property & casualty.
Average resolution time 14 days → 38 hours; 91% straight-through processing; +18 NPS in 12 months.
Run / Business operations
Business operations that scale without adding friction.
We redesign and run the processes that customers and employees feel when technology hands off to operations: claims, finance, service, fulfilment, workforce, and the control structures that keep those journeys fast, compliant, and measurable.
What this service category is built to do.
Operations teams are often asked to absorb the mess left behind by fragmented systems and slow policy change. We start by making the work visible with process mining, service metrics, and frontline evidence, then redesign the operating model around flow instead of queues.
The result is not just lower cost-to-serve. Clients get faster outcomes, clearer controls, and a workforce that spends more time on exceptions, empathy, and value-added judgement instead of repetitive manual routing.
Talk to a Run partnerThe operating model links process insight, workflow orchestration, automation, and frontline enablement so improvement sticks after go-live.
Outcomes we manage to
The run metrics clients hold us to.
91%
straight-through processing on mature operations flows
28%
faster cash and case cycle times
18 pts
average service-experience uplift
35%
lower cost-to-serve after redesign
Core capabilities
The workstreams inside the run model.
Capability 01
Finance and back-office operations
Order-to-cash, procure-to-pay, record-to-report, and controls transformation tied to measurable cycle-time improvement.
Capability 02
Customer and service operations
Contact-centre, case, and field-service models designed for channel clarity and better experience outcomes.
Capability 03
Industry-specific operations
Claims, care operations, fulfilment, and other domain-heavy processes where compliance and empathy both matter.
Capability 04
Intelligent operations
Process mining, workflow, automation, and quality controls that reduce rework without creating a brittle black box.
How we operate
A disciplined rhythm from stabilisation to continuous improvement.
Phase 01
Baseline the real work
We use process, service, and human evidence to quantify where flow breaks, where rework starts, and which controls matter.
Phase 02
Redesign around outcomes
Queues, rules, tooling, and team roles are rebuilt around end-to-end completion instead of local utilisation metrics.
Phase 03
Manage by signal
Operations leaders gain live views of cycle time, exceptions, quality, and experience so improvement becomes an operating habit.
Where it shows up
See all case studies
Case studies that map to this service.
Retail - 150-year-old chain
From quarterly waterfalls to a release every three minutes - 1,800 stores.
Continuous delivery across e-commerce + physical; 8x deployment frequency; 95% reduction in change-failure rate.