RPA boosts efficiency 20x for large Chinese insurance company

THE WHOLE STORY

Taikang Pension implemented an RPA center of excellence (CoE) and began by focusing on processes in IT, finance, human resources, and operations. Three full-time employees partnered with eight Automation Anywhere employees to roll out the project. They started by automating the daily operations report.

Process discovery workshops helped them quickly build a pipeline of projects, which gained enthusiastic participation from employees. As a result, 43 business units across China applied the federated CoE model to adopt automation in their units.

The notification feature of the automation platform has played an important role in reducing the customer’s need for live help, by sending automatic reminders to ensure insurance payments clear on time as well as providing status updates on service requests.

Referring to the applications built by the local vendor to access customer policy details proved time-consuming and ineffective. Introducing an automation layer in these applications fixed all related challenges and streamlined customer record updates and reporting.

Automation also provided a new and improved experience, empowering customers to self-service through the company website. As a result, they could easily track resolution of their queries and complaints.

Before RPA, it took 45,000 hours every year to print insurance warranty documents manually. Bots now perform the printing tasks end-to-end—and each subsidiary manages its own bot schedule, monitoring productivity accordingly. Manual intervention in printing has been reduced to zero.