A Portuguese insurance company faced an overwhelming wave of client complaints about slow claim payments. Customers were frustrated by the perceived delay and demanded answers about why the process was taking so long.
An internal review revealed that upgrading their systems could speed up claims processing significantly. However, the proposed investment, around €300,000 (US$350,000), would also create short-term cash flow challenges.
Before moving forward, one insightful team member raised an important point: in human perception, there is no absolute measure of speed. People do not judge processes as fast or slow; they judge them as faster or slower than expected.
With this realization, the company took a different approach. Instead of investing in new systems immediately, they focused on customer expectations. They communicated clearly that claim payments would be completed within 14 days, even though the existing process already took about eight.
The result was remarkable. Complaints disappeared almost overnight. In their place came messages of appreciation for how quickly claims were being handled. The process itself had not changed, but expectations had.
This simple insight turned dissatisfaction into loyalty without a single euro spent on technology. It is a powerful reminder that automation and system upgrades are not the only paths to improvement. Sometimes, clarity and expectation management can transform the customer experience just as effectively.
As Winston Churchill once said, “The pessimist sees difficulty in every opportunity. The optimist sees opportunity in every difficulty.”
Key Takeaway
Modern businesses often rush to invest in automation and technology when customer satisfaction dips. But before implementing large-scale upgrades, it is worth asking whether perception and communication are part of the challenge. Managing expectations can be one of the most cost-effective tools for improving customer experience.
5 Cloud-Based AI Apps That Can Help
Zoho Desk – Streamlines customer support through AI-driven ticketing and response automation.
Zendesk – Centralizes service channels to track, prioritize, and resolve complaints efficiently.
Freshdesk – Provides automated workflows and AI-powered chat support for faster resolution.
HubSpot Service Hub – Integrates CRM and service tools for proactive client communication.
Intercom – Uses AI to personalize customer interactions and manage expectations in real time.
To learn how Sperto Consulting can help your organization streamline operations through automation and AI, contact us today.