David Burnie shares a post from his company blog on how automation in the first step of claims processing can help streamline the process.  The First Notice of Loss (FNOL) – the first step in claims processing – is one of the most crucial customer touchpoints for an insurer. Yet, for most carriers, FNOL continues to be a lengthy, manual, call centre-based service requiring extensive data gathering. This process translates to high operational costs and cycle time and a…

  From David Burnie’s company blog, a ten-point checklist that can help make a post-merger integration successful.   For most companies, mergers do not occur regularly or recurringly, bringing with them a host of uncertainty and doubt. When two companies merge, it is a unique experience for both companies requiring a particular course of action, capabilities, and skills. The Burnie Group team has supported numerous post merger integrations from $10M up to $1B across various industries, including insurance and financial…

  From David Burnie’s company blog, a post that identifies how COVID-19 has impacted contact centre benchmarking and offers three key considerations to improve the benchmarking situation. Now more than ever, contact centre benchmarking is crucial to understanding performance, and assessing and improving the quality of service provided to customers. The COVID-19 pandemic has radically shifted the way contact centres operate, and by extension, benchmarking measurements considered meaningful pre-pandemic are now less important – or carry no importance at all….

  In celebration of International Women’s Day, David Burnie’s company hosted a fireside chat in partnership with Bell on empowering women in the technology and automation industry. He shares the video and transcript from the conversation. The theme for International Women’s Day 2021 is #ChoosetoChallenge. Though the technology and automation industry has come a long way in gender equality, there remains a gender gap three times larger than that in other industries. The World Economic Forum estimates that more than…

  David Burnie shares an article and video on implementing an automation CoE at SCM Insurance Services.   Insurance organizations like SCM Insurance Services are using automation and AI to streamline administrative processes, drive efficiency, and enhance customer experience. ‘All right, I think we have quorum. Let’s get started. Welcome. My name is Sean Hinton. I am the country leader for UiPath here in Canada, and I’m really excited to have you all join us for a fun conversation with,…

  David Burnie shares a post that explains why now is the time to refresh your growth strategy. The COVID-19 crisis has impacted businesses worldwide. Globally, governments have put economies on pause, and businesses have shuttered their doors to try and limit the virus’ spread. Factories have idled, and customers have sheltered in place as the world weathers the storm. Whether or not this strict response was necessary, or an overreaction, is a side debate – it happened. As we…

  David Burnie shares a post from his company blog that identifies six change management guidelines designed to help manage change effectively.  While they say that nothing in life is certain except death and taxes, this proverb is missing another of life’s key inevitabilities: change. As highlighted by the current COVID-19 pandemic sweeping the world, business and organizational change can be both planned and unplanned. Regardless of what instigates change, it must be properly managed for success. Not everyone enjoys…

  As the disruption continues, many businesses struggle to retain their employees. This post from David Burnie’s company provides strategies that can help keep employees on board, engaged, and motivated. Happy, successful employees are critical for a successful company. While companies must consider how to retain employees at the best of times, employee retention is an especially pressing topic during the COVID-19 pandemic. As Ontario continues social distancing indefinitely, maintaining an engaged staff will offer a sense of stability to…

  David Burnie’s company has published a timely blog on the 21 common mistakes many companies make when rolling out their business continuity plan.  A business continuity plan is essential for preventing and recovering from emergencies and incidents that can disrupt a business. We recently shared our top 13 priorities for a strong BCP. While not having a BCP is a sure-fire pitfall to successful business continuity, there are other things to keep in mind. Here are some of the…

  As more employees work from home, it is important to establish clear guidelines and routines, this post from David Burnie’s company provides ten questions businesses should ask to ensure the switch to working remotely runs smoothly.  Establishing a work from home (WFH) program is an essential part of a business continuity plan. In the current COVID 19 crisis, executing a work from home (WFH) policy is a top priority for organizations. A robust work from home policy will enable…

  While the businesses community is working hard to deal with the current difficulties of the COVID-19 pandemic, the next step is recovery. This post from David Burnie’s company shares ten priorities for a strong business recovery and business continuity plan.   With the spread of COVID-19 and the establishment of corresponding emergency measures, now is a crucial time for organizations to review and update their business continuity plan. While the organizations fortunate enough to transition to a work from…

  This article from David Burnie’s company blog identifies the value of the contact centre, and how it helps to prevent customer attrition.  The contact centre is a necessity for any mid-large size organization. It is where customer inquiries are handled across multiple channels, such as the phone, email or live chat. It is a bustling place of energy, activity and collaboration and often a starting point for many who want to forge a career in corporate. When built and…