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Processing times and service commitments

Business question
Do we meet our stated deadlines, and what is the impact when we don't?
What's at stake
For a company processing 600,000 refund and claim files a year: 35,000 to 71,000 repeat contacts avoided, or $254k to $508k a year in handling cost avoided.
Data required
Case or ticket opening/closing dates, contractual or advertised commitments.
Sample result
Deadline compliance rate by request type, correlated with dissatisfaction and repeat contact.
Demo · 1 min
Illustrative scenario

Take an insurer processing 600,000 refund and claim files a year, with a stated 5-day turnaround. The analysis measured deadline compliance by request type, linked delays to repeat contacts, then targeted the steps that stall claims and refunds.

MetricBeforeAfter
Files past the stated deadline28%21%
Repeat contacts caused by delays, per year235,000176,000
Annual cost of these contacts$1.69M$1.27M
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