Retail Claims Processing Automation Reduced Back-Office Cost 30% for a Global CPG Manufacturer
Every claim that came in was different. Different format, different retailer portal, different exception type. Hundreds of micro-processes masquerading as one workflow.
Global Consumer Goods Manufacturer
- Promotional allowances arrived through one channel.
- They were running hundreds of micro-processes that happened to land in the same inbox.
- Most claims resolve without intervention.
- Back-office claims processing costs fell 30%.
The Situation
The company sold through hundreds of corporate retail partners and distributors, and each one ran claims their own way different portals, different formats, different submission rules, different exception types. Promotional allowances arrived through one channel. Damage claims came through another. Pricing disputes, logistics penalties, and markdown reimbursements each had their own documentation requirements and approval paths. Everything landed in the same team.
Why It Was Hard
The team wasn't processing one type of claim. They were running hundreds of micro-processes that happened to land in the same inbox. Before anyone could act on a claim, someone had to track down the original documentation, match it against the right contract terms, determine which business rules applied, and figure out who needed to approve it. Most of the team's time went to gathering that context, not making decisions. First-time resolution rates were low. Rework was constant. The volume wasn't the problem. The fragmentation was.
What We Built
A claim arrives and the system identifies its type, pulls the relevant contract terms, and runs it through the appropriate process. Most claims resolve without intervention. The ones that genuinely require judgment are routed to the right person with the full history and documentation already assembled. Each decision teaches the system how to handle similar claims going forward. Thousands of weekly claims across the entire retail network are processed as a single, auditable operation.
The Result
Claims that used to take weeks now close in hours. Back-office claims processing costs fell 30%. First-time resolution improved because every claim reaches the right person with the right context already attached. The team handles genuine exceptions. The operation handles the volume.
We didn't have a claims problem. We had a hundred different claims problems. Now the operation handles the variation. The team handles the exceptions.
— Director of Operations, Global Consumer Goods Manufacturer
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