How a Major Distributor Streamlined Customer Claims

Introducing Lineage

Headquartered in Novi, Michigan, Lineage provides temperature-controlled warehousing and transportation logistics for a wide variety of products around the world
Lineage's network of cold storage facilities traces back to the founding of New Orleans Cold Storage in 1886; since then, they've integrated scores of other cold storage operations into their network across the United States, Canada, and beyond
With over 480 warehouses in 18 countries, Lineage's robust network allows for safe and comprehensive transport of product to any destination
Parm Gill, a business analyst with Lineage Canada, was tasked with the job of finding a way to improve their compliance record-keeping and customer claims management

Lineage's Canadian division had long struggled with the heavy burden of their claims process; entirely on paper, the massive amount of data was stored at individual terminals across Canada
Claims payouts were tedious to manage, and missing or incomplete data led to increased costs; the slow processing speed strained customer relations
Parm saw the daily struggle in maintaining the huge array of paper forms for the range of products they handled and knew there had to be a technological solution

Lineage needed a digital hub to centralize all their compliance records and manage customer claims with automated rules and guidelines
Lineage required a highly-usable solution to ensure staff adoption nationwide
The solution Lineage chose was Provision, which houses process data ranging from yard checks to trip pictures, alongside the customer claims documentation
Provision streamlined labor in claims processing, lowered claims payouts, decreased insurance premiums, and ultimately improved customer satisfaction
Confidence in the claims process and the decisions coming out of it far exceeded previous levels