SLA Management
Track and manage service level agreements with automated timers, escalations and warnings to ensure timely resolution of all cases.
Service Desk Platform
Complaint, SLA & Service Desk for Insurance
Central service desk for complaints, inquiries and requests. Omnichannel intake, SLA timers, triage and routing, case workflows, communications, knowledge base, root-cause and corrective actions, and regulatory reporting. Integrated with PAS, Claims, Billing and customer and agent portals.
Impact on Service Quality
Service Desk Suite
Complaints, inquiries and requests unified
- Standard workflows and timers keep cases moving
- Compliant logs and regulator-ready packs minimize penalties
- Consistent, proactive updates via preferred channels
- Hand-offs to claims and underwriting handled in-tool
- Live SLA views and early warning signals for spikes
Optimized for Insurance Service Operations
Complete Service Desk Management
Our Complaint, SLA & Service Desk solution provides end-to-end functionality for managing customer complaints, inquiries and service requests. Ensure seamless coordination across service teams with built-in SLA management and regulatory compliance.
Regulatory Compliance
Maintain compliant logs, registers, timelines and outcomes. Generate periodic regulator reports with full audit trail.
Core Modules
Key Features for Service Desk
Modular approach to cover all stages of complaint and service request management. Enable modules progressively based on your organization's needs.
Omnichannel Intake
Email, WA, SMS, portal, CTI, call logs and branch walk-ins.
Case Types and Templates
Complaints, inquiries, requests with workflows, tasks and SLAs.
Triage and Routing
Auto classification, routing by skills and queues, and priorities.
SLA Timers and Escalations
Clock and stop rules, holidays, warnings and multi-level escalations.
Communications
Templates, merge fields, attachments and audit trail. Two-way messaging.
Knowledge Base
Articles, SOPs, canned responses and feedback loops.
Root-Cause and CAPA
Capture causes, corrective and preventive actions, and owner follow-ups.
Regulatory Reporting
Registers, timelines, outcomes and periodic regulator reports.
Dashboards and KPIs
Volumes, SLA compliance, NPS, CSAT and backlog heatmaps.
Security and Privacy
Consent, access controls and redaction tools for sensitive info.
Integrations
PAS, Claims, Billing, CTI, Email, WA, SMS, DWH, BI and portals.
Integration and Deployment
Seamless Integration with Insurance Systems
The system is designed to integrate easily with existing policy, claims, billing and communication systems to ensure smooth data exchange and unified service operations.
Integration Options
- API-first integration for PAS, Claims and Billing systems.
- CTI and telephony integration for call logging and screen-pop.
- Email, WA and SMS provider integration for omnichannel communications.
- Knowledge base integration for articles and SOPs.
- Data warehouse and BI integration for service analytics.
Deployment and Security
- Cloud-based or on-premise deployment options.
- Multi-layered encryption for sensitive customer data.
- Consent and access controls for privacy compliance.
- Backup and disaster recovery features to ensure business continuity.
Implementation Approach
Structured Rollout, Measurable Outcomes
A practical rollout approach to standardize service desk processes with measurable results. Validate the system with realistic sample data before full-scale deployment.
Before Go Live
- Process mapping and gap analysis for service desk workflows.
- Configuration of case types, SLA matrix, queues and templates.
- Data migration and integration planning with phased execution.
- System testing (SIT) and user acceptance testing (UAT).
- Training and readiness checklist across teams and branches.
After Go Live
- Active support and stabilization of the service desk system.
- Continuous improvements and management of change requests.
- Enhancements to knowledge base and analytics capabilities.
- Ongoing security reviews and system performance tuning.
Rayterton can start without upfront payment. The focus is to validate fit through working workflows and real outputs before scaling rollout.