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CLIENT

 

A large global insurance company that employs around 60,000 people and serves customers in more than 170 countries across the globe.

BUSINESS CHALLENGES

 

The existing business processes affected the efficiency and productivity of agents in several ways:

  • The process was repetitive and tedious, with fluctuating volumes.
  • It needed manual validation of about 224 locations per policy.
  • Inputs were received in disparate document formats.
  • It led to errors and clarifications, resulting from agents toggling between several windows. 
  • Wrong entries could cause incorrect calculation of premium, and therefore higher financial risk.
  • Increased cycle time led to reduced customer satisfaction.
OUR APPROACH

Performed an internal process assessment to check the feasibility of robotics automation

Shortlisted the tool to automate 80% of manual tasks

Developed and implemented proof of technology and concept

Anchored a joint planning exercise to review solution design with client & other vendors

Implemented a solution that was non-invasive to the client’s core systems

Modified standard operating procedure to make the process more efficient

VALUE DELIVERED

VISION BLOCK

  • 70% of steps automated

  • 70% reduction in transaction handling time

  • 50% reduction in full-time equivalent (FTE) effort

VISION BLOCK

  • Eliminated need for rework in pre-transformation state

  • Reduced issues in scheduling and volume spikes

  • Standardized and integrated processes across geographies