When final yr’s world disaster triggered the ‘pause’ button for a lot of organisations and their enterprise tasks as a result of monetary and human threat, others noticed a possibility to arrange for regardless of the future could convey.
DKG Insurance coverage Brokers, a supplier of insurance coverage services and products, selected to embrace this alteration via two easy objectives: to create distinctive buyer experiences and worker alternatives; and to construct a enterprise that’s extra aggressive and future-ready.
In response to DKG director Luke Kelly, the corporate had no plans to automate its enterprise in 2020, however the firm was creating inner CRM techniques constructed to handle underwriting and insurance coverage claims.
Particularly, he was focused on studying how robotic course of automation (RPA) could possibly be used to enhance its CRM techniques and whether or not it might get rid of cumbersome guide enterprise duties.
On the time, brokers had been spending 80% of their time on such guide duties, giving them little or no time to really construct an understanding of shoppers’ threat publicity. DKG believes that brokers needs to be brokers, not slowed down by duties that could possibly be automated.
“We don’t need our human sources performing mundane duties. It’s a lot extra highly effective for our individuals to spend time with clients, understanding what they need and wish, listening to them and fixing issues for them,” Kelly explains.
“It turned clear that bots can go into no matter system you may have and click on via the method steps as successfully as a human, with out the necessity to prepare an individual as much as do all that work. It looks as if magic actually,” says Kelly.
rapidMATION labored with DKG to create three automation tasks over a six-month interval: debtor administration; renewing retail motor insurance policies; and managing claims emails.
Venture 1: Debtor administration
DKG already had a system to handle its accounting ledger, however the debtor administration course of wasn’t as much as scratch. Collectively, DKG and rapidMATION used RPA to create an answer that integrates with present techniques to generate invoices and statements and automate e-mail communications to DKG’s shoppers.
From this automation mission alone, DKG reported time financial savings and improved cashflow as a result of funds are extra well timed.
Venture 2: Renewing retail motor insurance policies
DKG’s retail motor insurance policies had been beforehand time-consuming for its brokers to handle, and admittedly, they weren’t probably the most worthwhile enterprise choices. As such, they had been an ideal match for RPA.
rapidMATION and DKG constructed an RPA software program robotic that streamlined and automatic key course of parts, with the tip results of enabling brokers to give attention to actions of upper worth – but nonetheless having the ability to service the most effective options for shopper wants.
Venture three: Managing claims emails
DKG’s claims inbox by no means sleeps. The corporate receives a number of hundred claims emails day-after-day, which beforehand meant that somebody needed to manually assessment and course of these claims in an intensive and repetitive method.
In three weeks, DKG categorised 50 e-mail varieties and skilled the RPA robotic to handle every case. Now, the RPA robotic works throughout Outlook, DKG’s CRM system and Field to course of emails precisely. Within the first 5 months alone, the automation system and RPA robotic helped to course of greater than 9,000 emails.
“We’re seeking to redesign the shopper journey right here in its entirety. We’re additionally serious about the employees who shall be happier if they will do much less back-office, closely administrative work,” says Kelly.
With the assistance of rapidMATION, DKG rapidly progressed from having no automation options to 3 profitable deployments.
Whereas insurance coverage could be a slow-moving sector, Kelly has one key piece of recommendation:
“I do know there could also be an inclination to carry again in a time of battle. However the best way to create aggressive benefit and thrive into the long run is to embrace automation. In case you see a possibility in entrance of you, you have actually obtained to seize it by the horns and run with it.”
Be taught extra about rapidMATION’s automation solutions here.