the proportion of service requests specifically related to claims processing, insurance, or similar matters, relative to the total volume of service requests received within a given period.

KPI Definition

This metric serves as a critical measure of the demand for claim-related services within the service operation, providing insights into the scope and scale of activities related to claims management. Monitoring Claim Service Request Percentage enables service management to assess the workload distribution, allocate resources effectively, and optimize service delivery processes to meet the specific needs of claim-related inquiries or issues.

Business Value

This metric helps a business evaluate the percentage of service request which have a claim