CPG Leader Masters Complex Dealer Claims
Automated a complex, exception-heavy claims process across channels, partners, and systems — without disrupting operations.
Overview
A global consumer goods major faced one of the most complex back-office problems in its ecosystem — claims validation across thousands of dealers and distributors. With rules varying by program, geography, product line, and partner type, no two claims followed the same path. The process was non-linear, exception-heavy, and nearly impossible to scale with traditional tools.
The Challenge
Claims came in through multiple disconnected systems — email, Excel, portals, internal CRMs
Each claim had to be checked against approved offers files, offer eligibility, and partner-specific terms
Approval logic was inconsistent and varied by region, program, and channel
Escalation, exception, and rollback paths were frequent and not predictable
The company lacked visibility into real-time claim statuses or delays
The Solution
Multi-Agent Orchestration
Built a multi-agent orchestration layer to manage the entire end-to-end process, coordinating between automated systems and human approvers.
AI Agent Capabilities
- Claim ingestion from varied sources
- Offer & approval matching
- Policy validation
- Exception detection
Human-in-the-Loop Integration
- Exception approvals
- Escalation handling
- Ambiguous input resolution
Enterprise Integration
All decisions and handoffs were tracked, timestamped, and explainable. The solution integrated with SAP, internal tracking portals, and distributor interfaces.
AI-Driven Claims Processing
Intelligent Routing
Dynamic path selection based on claim attributes
Exception Management
Automated detection with human escalation
Real-time Visibility
End-to-end tracking and status reporting
Enterprise Integration
Seamless connection to existing systems
The Impact
Automated over 80% of total claims
Reduced cycle times from weeks to hours, even with exceptions
Improved partner satisfaction with real-time claim status visibility
Reduced manual errors and revenue leakage
Made claims audit-ready and transparent for finance and sales ops
Why It Worked
Traditional bots and workflows break when faced with non-linearity and inconsistency. The RAP Platform's agent orchestration allowed claims to move through dynamic, branching logic — where decisions were not fixed, but intelligently determined by AI, rules, or humans. No-code configuration enabled rapid updates without rebuilding logic from scratch.
Unlock Efficiencies and Uncover Revenue Growth Opportunities
From kickoff to go-live, experience white-glove implementation—whether by our team or expert partners.