MetaPerformance has been tremendously successful with various organisations, as can be viewed in the below case studies:

The RMA Claims division contracted the services of MetaPerformance to assist them in achieving three objectives, namely:

1. Increased customer centricity
2. Improved efficiencies
3. Effectiveness improvements. 

The aim was to design the required claims capabilities (process, people and technology) to meet and exceed customer expectations (creating significant “moments of truth”) while lowering the cost of operations and reducing the occurrence of possible fraudulent claims.

Project Deliverables:

• A specification for the IT division of RMA informing them how to strategically respond to demanding business requests ensuring long-term sustainability
• A Business Architecture (down to detailed processes, data requirements and business rules)
• A roadmap to guide the implementation of the solution

The customer-centric design placed the customer and his / her needs at the centre of everything.  With disruptive competitors creating elevated customer expectations, the design had to ensure that digital technologies were integrated into the Claims operations. The design embraced digital channels and technologies such as artificial intelligence (AI), Analytics-driven claim handling and automation, and digital applications such as chatbots to turn the process of filing a claim into a fast, simple, and satisfying experience.

The MetaPerformance customer-centric design involved an end-to-end reassessment of the customer interactions (“The claims customer journey”) and for maximum impact, designed a claims capability with a digital value proposition and an aspirational future state.

The solution gave management the ability to both transform the claims function into a digital function and improve performance on all of the three foundational KPIs (customer-centricity, efficiencies and effectiveness).

After a project for the Alexander Forbes Risk Services Claims Processing division the below results were achieved which proved the business case for investing in the MetaPerformance exercise (what Alexander Forbes received in terms of a Return far exceeded what they paid in Consulting fees – a very large ROI):

Project Deliverables:

• Volume throughput: 30% additional capacity created.
• Turn-around Times: 24% reduction.
• Risk Reduction:
  • More accurate measure of estimates.
  • Reduction in customer complaints of up to 25%.
• Rejected Claims Count: Improved claim rejection of 7.5%.

The Cross-Border Road Transport Agency (C-BRTA) is a Schedule 3A Agency established through the Cross-Border Road Transport Act 4 of 1998 and provides advice, regulation, facilitation and law enforcement in respect of commercial cross border road transport. The Act gives the C-BRTA mandate to license commercial cross border road transport operators by issuing permits to operate.

The C-BRTA wished to replace their CBRTS permit system with a new Integrated Cross-Border Management system (iCBMS) and one of the requirements was the review of the current Regulatory processes to overhaul them for digital enablement.

MetaPerformance was appointed by Distell as a 3rd party services provider to assist with the implementation of a new supply chain master planning system, Blue Yonder, and to aid in the roll-out of the S&OP and IBP process. This appointment was made in 2021 and is still on-going. The services required and being delivered from MetaPerformance are summarised below: