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Illuminating the Grey Space between Strategy and Execution
Automation Solutions
We improve efficiency and remove lower value workload by deploying AI, Virtual Assistants and Process Automation.
We deploy solutions which automate transactions ranging from simple back-office administration to complex customer facing interactions
Critically we understand how to optimise deployment of these technologies in order to create robust, stable and auditable enterprise-grade solutions
Case Studies: Automation Solutions
A Large UK FTSE Insurer
Implementing a Robotic Process Automation Capability
Our brief was to examine how to drive substantial efficiencies and flexibility in back office operations in an organisation that had already undertaken significant offshoring of many of those functions.
To address this challenge, we proposed, designed and implemented a robotic automation operation from initial product evaluation to small-scale piloting through to scaling the capability into production. Alongside this we established and grew an in-house centre of excellence to manage the automation portfolio.
As a result, the automation operation currently manages workload equivalent to 400 FTE across the organisation.
A Global Commercial Lines Insurer
Revitalising an Underperforming Automation Function
Our client had invested in RPA technology and automated numerous processes, however the capability lacked key best practice elements and had degraded over time meaning that many automated processes no longer worked effectively.
We implemented a solution to revitalise the function including
1 - Implemented quick wins from re-engineering license utilisation and infrastructure configuration to release spare capacity
2 - Delivered a thorough maturity assessment of the current automation operating model
3 - Designed and implemented several new automated processes in Customer Operations to both drive benefits, and provide a set of best practice artefacts for the client to adopt
A Large UK FTSE Insurer
Implementing a 'Model Office' Capability to Test, Refine and Productionise Automation and Process Transformation
The insurer was planning to embark on a programme of process and digital transformation in customer facing units.
A key challenge we identified was the lack of an environment where this activity could be tested, refined and optimised before implementation. In addition the impact of change on downstream process hand-offs was difficult to assess.
We proposed, designed and built a 'model office' function staffed by process experts, change professionals and technology specialists to enable end-to-end processed to be effectively re-designed. This function became a key enabler of process transformation throughout the operation.