Stefan Ramershoven: So let's get started. Please tell us about your role and your goals in terms of automation.
Francois Goffinet: I have the chance to be the CEO of a great company called CD. CD is a company of roughly 2,500 people active in the claims value chain. We handle claims at various steps in their life cycle. My automation goals are to make this process more human, focusing human efforts on the parts that are important. I also want to make sure that I accelerate my processes. What we are aiming for is the smile of the end customer. That's the ultimate metric we are after.
Stefan: If we zoom back a bit, like one year or more, what have been the biggest challenges, and why did you choose to collaborate with Opinion on your automation?
Francois: We need to scale operations rapidly, and our customers want us to develop a close relationship with their clients. We need to be scalable. We need to really be close and spend quality time with the customers. If you put those two factors together, you quickly come to the conclusion that you need to remove the administrative burden from your core resources to make sure you focus them on what really creates value for the end customer, and as a result, for your insurance client.
What we appreciated when working together is this capacity to spend time upfront with us to calibrate. We had real thinking brought by Deep Opinion analysts who were able to structure some of our business realities that our own people hadn't been able to structure as well. What was really a differentiated component is the ability to make the bridge between the technology and our business reality.
Stefan: I'm happy to hear that. Maybe if we double down a bit on the use case we already have in production, can you briefly talk about the success we have achieved together?
Francois: We were receiving 600,000 emails per year with many documents. We've automated about 90% of the email qualification, sorting them into the right folders and subfolders. We process everything same day with zero backlog, and error rates are close to zero.
For us, the key is to provide our clients' clients the best possible customer experience. It needs to be smooth, fun, and error-free. We've achieved speed and zero backlog. Feedback internally and externally has been very good. I would like to expand the scope of what we do together and continue to roll out these solutions in our organization.
Stefan: We are very much looking forward to doing this jointly with you.
Francois: Thank you very much.
