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RPA in real-world scenarios

Blaise Guignard, Yuval Keren with UI Path, Leading Solutions in Process Automation · November 07, 2023

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introduction

Process automation has long been a priority for all organizations, and productivity gains have always been sought. In recent decades, IT departments have focused on implementing ERP-type solutions that integrate with other systems.

This remains a key concern for many organizations. But in addition to these integrated approaches, which take a long time to implement, the use and deployment of processing robots, also known as RPA, has seen a significant increase in popularity in recent years and allows for very rapid value gains. 

Indeed, the objective is not to automate all cases, but to make the robot do the most repetitive tasks, even complex ones, and to let the operator handle the exceptions.

To illustrate the benefits of RPA in real-world scenarios, we have partnered with UiPath to share two success stories: one from the banking domain and the other from the insurance domain.

case study 1 – banking

lncreasing customer care efficiency and call agent effectiveness

challenge

The contact center agents were burdened with toggling between 10 applications and meeting complex compliance requirements, leaving them with insufficient attention to devote to their customers. This led to unfavorable outcomes such as high average handling times (AHT), lower net promoter scores (NPS), high agent attrition, and costly compliance errors and rework. However, robots were equipped and prepared to shoulder this workload.

solution

Automation has been implemented across several departments, including customer service, HR, legal, and IT, with nearly half of the focus being on improving the customer experience (CX). The Bank has established a Center of Excellence (CoE) funded by IT, along with a citizen developer program that offers incentives and career advancement opportunities, to ensure that automation is implemented throughout the entire organization. As a result, when a customer calls, agents only need to enter basic customer information into their desktop console. Robots then promptly collect the necessary data and present it in an integrated view. Furthermore, the robot promptly notifies agents of any missing compliance tasks in real-time.

processes automated

  • New customer onboarding
  • New product onboarding
  • Product comparison process
  • Product eligibility
  • Credit card balance transfers
  • Agent post verifications
  • Email communications

results

10%

NPS improvement

20%

AHT Reduction

100+

use case automated

case study 2 – insurance

Streamlined claims processing enables first-class customer services.

challenge

The primary insurance company receives an overwhelming number of customer service requests on a daily basis. This led to agents being bogged down by a massive volume of repetitive claims-processing tasks. Despite the company’s objective of providing personalized and beneficial services, response times to customers were taking longer, and the quality of service was declining. To address this issue, the company decided to streamline its claims handling process and provide a smooth and uninterrupted customer experience.

solution

UiPath automation was implemented to automate critical processes for claims and core policy handling. Automated tasks include assisting customers over the phone following an accident, conducting initial claim analysis, entering data for incurred direct costs, managing changes in policy ownership, and verifying the end of coverage. As a result, agents have more time to make well-informed claims decisions, spend less time on phone calls, and provide customers with better service. The insurance company has also gained several other advantages, such as the removal of additional expenses like overtime, since UiPath robots can operate continuously throughout the night.

processes automated

  • Claims handling

results

15%

increase in claims decisions per employee in less than two months post launch

90%

accuracy of data entry with automation

50%

shorter hold times in call centre

outcome

These are two very interesting use cases, and as you can see they are specific to the problems and situations of each organization; this is the strength of RPA solutions, they respond easily, very effectively and quickly to business needs. The key to using these tools effectively is to be rigorous in selecting the processes to automate and to implement the solution efficiently.

If you are interested in learning more about RPA solutions, we invite you to connect with us. We would be happy to discuss these or other use cases in further detail, or to collaborate with you on a value identification workshop tailored to your organization’s specific needs.

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