Most companies have a number at which they stop trusting you. You might be able to approve a $5,000 expense but not a $50,000 one, offer a customer a small credit but not a large one, or approve an ordinary claim but send an unusual one upstairs. We call these approval limits, and there isContinue reading “The Dollar Threshold Is Static. Risk Isn’t.”
Author Archives: Vijay Vijayasankar
The Side Door Is the Whole Building Now
A claims manager has a stack of cases on her second monitor that she’s been putting off since lunch, and she already knows why. None of them are simple. One photo doesn’t quite match the damage description. One claim has two pieces of documentation that don’t agree with each other, and neither is obviously wrong.Continue reading “The Side Door Is the Whole Building Now”
The Average Is Lying to You
A call center manager pulls up the dashboard the way she does most mornings, coffee still too hot to drink. Automation rate: up. Cost per contact: down. Service level: the best it’s been all quarter. Every number on the screen is green, and every number on the screen is telling her the year is goingContinue reading “The Average Is Lying to You”
And Vijay Says... 