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    Overview

    The client is the middle office shared services function for a large global Insurer. It manages ‘core’ insurance processes including new business, partial and complete surrenders. The service supports intermediaries (mostly insurance brokers). They had tried to deploy RPA without success The majority of demand was driven by Email with many manual processes running across legacy asset and policy management systems.

    What we did ?

    Deployed Enate Ticketing, Case management and Orchestration within 5 weeks to manage all service delivery workflow and communication.

    Delivered clear data on where to deploy robots. Manage the human and robot workforce.

    Result
    • 80% reduction in internal processing time, 70% reduction in end-to-end cycle time
    • 30% reduction in inbound demand because ‘failure demand’ reduced to near zero with better visibility and right first time rates.
    • Overtime reduced to zero

    "The mood music in the service has completely changed. Staff are happier coming to work. We now measure the service in terms of compliments, not complaints."

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