The Challenge
This Insurance company that offers a variety of products and services, has leveraged robotic process automation (RPA) within certain aspects of their business. However, their claims process was labor-intensive and inefficient. In the wake of COVID-19, the team responsible for processing claims became overwhelmed as they could not keep up with the sudden and significant increase in the volume of submissions, leading to a 2x increase in errors during processing and frustrated customers that was increasing the risk of churn.
"Responding to the increase of claims in the wake of COVID-19 was just something we weren't prepared for. We needed a robust tool that could seamlessly connect business outcomes to business processes so we can ensure we're not only meeting the growing demands of our customers but also our needs as a business - Blueprint is that for us."
- Director of Business Process Automation Delivery
The Solution
Blueprint worked closely with the customer to get them out of Word documents and Excel files, and have them work directly in Blueprint’s centralized repository. Using Blueprint’s Enterprise Automation Suite, they were able to model their end-to-end process for processing claims. In Blueprint’s Business Process Modeler they performed their process decomposition to identify what could and should be automated to increase the speed and quality for their claims processing. With Digital Blueprints they were able to automate 30% quicker with a 90% reduction in errors.
The Results
By leveraging Blueprint’s Enterprise Automation Suite, the customer was able to accelerate RPA development by 30%, allowing them to automate portions of their claims process when they needed it most. Using Blueprint’s centralized repository to build their Digital Blueprints reduced their documentation efforts by 75%, but also decreased bot maintenance costs by 30% due to the rich contextual information and clear guidance that was provided to developers in Digital Blueprints.
