The Client
Our client is one of the largest operators of collision repair centers in North America with over $3 billion in annual revenue.
Operating across dozens of states our client services a massive ecosystem of insurance carriers, fleet managers, and self-insured entities. To manage the high-volume operational demands of this network, they leverage their internal unit that to claims excellence.
The Challenge
For an organization of that scale, managing claims volume is a constant balance between cost and speed. The traditional TPA model relies heavily on human capital to manage the intake, verification, and processing of claims.
Volume vs. Capacity: As claim volume grew, the operational overhead required to manually process unstructured inputs grew linearly, compressing margins.
The "Black Box": Manual intake created an inevitable lag between the First Notice of Loss (FNOL) and the start of repairs, obscuring visibility into the claim's status during critical early hours.
Customer Experience: In the glass market, speed is the primary driver of customer satisfaction. Any friction in the intake process directly impacts the "keys-to-customer" timeline.
Language Accessibility: A significant portion of our client's customer base communicates primarily in Spanish. Recruiting, training, and retaining Spanish-speaking agents added operational complexity and cost.
The Solution
Recognizing that traditional software automation wasn't enough, our client partnered with Strala to deploy a fully managed Agentic AI Workforce.
Strala functions as an extension of the claims team - a scalable, AI service firm that takes responsibility for the execution of the work.
Seamless Integration: Strala’s agents were deployed directly into existing workflows, requiring no infrastructure overhaul and hardly any engineering capacity on their end.
Autonomous Execution: The AI workforce handles the "heavy lifting" of the claim lifecycle - ingesting data, validating coverage against complex carrier guidelines, and advancing the claim to resolution.
Managed Outcomes: Unlike a SaaS tool, Strala delivers outcomes, not just alerts. The system processes the work, ensuring human experts in the glass department of our client claims unit are only looped in for high-value decision-making.
Results
The partnership has yielded a fundamental shift in operational metrics for the auto glass division:
67% Cost Efficiency Improvement: By offloading the manual processing workload to Strala’s AI agents, the direct cost to process a claim has been reduced by over two-thirds.
4.5x Acceleration in Cycle Time: The time from intake to actionable resolution was sped up more than 4 times, significantly reducing downtime for fleet customers.
Elastic Scalability: Our client’s operations team now possesses the ability to handle volume surges without the lag time of recruiting or training temporary staff.
Unlocking Growth: With AI agents capable of handling multilingual claims our client can now serve previously underserved customer demographics without the operational burden of recruiting and retaining bilingual staff, unlocking growth in key markets.
Looking Ahead
Following the successful partnership in the auto glass division, we are actively expanding the partnership to support additional lines of business, reinforcing our client’s position as the trusted market leader across the nation.
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