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      "text": "Organizational Simplification. A pillar of the company's transformation is the centralization and specialization of claim processing. By moving from 80 regional hubs to 40 specialized processing centers, the company is now using specialized administrators—who are more effective and efficient than was the case under the old staffing model—and increased sharing of best practices.",
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      "text": "Improved Customer Access. The insurer wanted to make it easier for customers to access it. So, it invested significantly in online services and full-service call centers. This led to a direct reduction in the number of customers who need to visit branches while maintaining high levels of customer satisfaction.",
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