Overview
Client provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies.
Client Challenges
- Very lengthy and non-standard processes
- Shorter window of processing
- Higher manual efforts
- High number of quality defects in the process leading to re-work
- Challenges in browsing the lengthy PDF documents resulting in high AHT
- Implementation of new platform
- Long training period due to complexity of the LOB’s
- Traditional way of executing the process deliverables
Our Solutions
- Feasibility analysis performed at client’s site by NIIT
- Implemented 10 BOTs covering 60% of the transaction types
- Value stream mapping done and re-engineered traditional processes
- Standardization of procedure documents
- Created Center of Excellence for executing RPA implementations
- Tableau tools suggested where applicable instead of RPA
- Confluence tool support extended to knowledge transmission
- Created a re-engineered “To Be” process maps to reduce the non-value adds
- Restructure of the staffing along with a dedicated program manager provided to client with developers at client site
Benefits Delivered
- Saved 5 FTEs worth of effort
- Efficiency improved by 70%
- TAT improved by 40%
- Cost saving of $300k within 6 months
- Implementation of 10 BOT to reduce manual effort
- Reduced manual effort through implementation of reporting tool, scripts where bots were not required
- Quality improved to 100%+ from 95%
- Less manual intervention
- More scalable
- Accurate reports and easy monitoring of data
- Standardization of processes helped in saving significant training time and effort