RPA boosts efficiency 20x for large Chinese insurance company
Taikang Pension & Insurance Co. Ltd., a Taikang Insurance Group business, owns 34 branches across China. Its 34 million employees have served more than 420,000 corporations. The company is committed to providing welfare, medical, and healthcare solutions to groups and individuals.
Competition in the Chinese insurance space is extremely fierce. Taikang Pension’s IT systems had been built by a local vendor and required considerable manual intervention. Wanting to improve customer experience, the company knew it needed to integrate its front-end, middle, and back-end systems, connect internal and external systems, connect workflow and information flow, and enhance efficiency and business value. Robotic Process Automation (RPA) offered a realistic way to accomplish that.
Business processes automated
Increase in efficiency
Hours saved annually
"RPA digs out the pain points of business processes and identifies core issues that prevent employees from working efficiently.”
— Li Jing, Senior Manager of Process Management, Taikang Pension
The company chose Automation Anywhere Enterprise version 11 for the platform’s ease of use. Taikang Pension employees took the lead to prioritize RPA use cases, starting with repetitive manual processes. The company successfully applied RPA to automate processes in sales, underwriting, acceptances, coverage, claims, extends/renewals, and customer service.
By providing consistency in how systems interacted with each other, as well as information flow and data interpretation, RPA helped fix broken business processes, reducing processing time, and enabling quicker response to customers.
Customer notifications for insurance renewals
Record updates and reports
Daily reports on new business transactions
Daily operations reports
Printing insurance warranty documents
Customer service request monitoring
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.
Taikang Pension is the first insurance company in the region to embrace RPA for business processes and plans to continue broadening the role of automation in its practices. Specifically, the company anticipates expanding to intelligent devices and artificial intelligence. It also intends to transition from RPA to smart process automation (SPA) and wants to explore the shift from process automation to analysis automation.
"Automation helped us improve the health of every business process, which in turn made us truly efficient as an organization"
— Li Jing, Senior Manager of Process Management,Taikang Pension
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