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JLT used K2 to deploy a new business application specifically for query management. Now, if a central service team employee cannot complete a task, he or she creates a query in the K2 application that is first sent to his or her team leader. Thanks to this new step in the workflow, 10 percent of queries are now resolved locally and don’t get forwarded to the account management team at all. Queries that cannot be resolved by the team leader are automatically routed to account handlers who now have 48 hours to respond.
“In the first three months, 88.8 percent of queries were answered within the 48-hour limit,” the JLT project manager said. “We expected this figure to be a lot lower. The new K2-based workflow has clearly raised awareness of the importance of answering queries promptly. It is helping us to deliver documentation more quickly and improve our service to clients.”
Benefits: “In the first three months, 88.8 percent of queries were answered within the 48-hour limit.”