Insurance
Cutting Case Resolution Time Nearly in Half
Client
Harlow & Vance Insurance
Summary
Replaced a shared inbox with SLA tracking and AI-summarised case context, nearly halving average resolution time.
The Challenge
Harlow & Vance handled customer queries through a shared inbox, which meant duplicated replies, cases falling through the cracks, and no way to see whether the team was actually meeting its response-time commitments.
The Solution
Truscope implemented Dynamics 365 Customer Service with SLA tracking, automated routing rules, and Copilot-generated case summaries, so reps had context immediately instead of reading through a full email thread first.
“For the first time we can actually see where cases are stuck, instead of finding out from an angry customer.”
The Results
Average case resolution time nearly halved. SLA breaches, previously untracked, dropped to a handful a month and are now visible before they happen rather than after.
