Client background

Client name: Leading multinational insurance consortium
Industry type: Insurance
Core business: General, commercial, vehicle, home, and contents insurance
Geography: APAC

Challenge

Automation services in the customer’s ecosystem were fragmented due to the lack of a robust governance structure and adequate assessment guidelines. The customer’s challenges centered on process compliance, ownership of the automation assets and transparency in automation maturity across internal and external operation units. A decentralized and isolated approach led to conflicts in automation adoption, preventing the customer from scaling automation at an enterprise scale. In addition, inefficient communication, project benchmarking and segregation of ownership were inhibiting the customer from deriving maximum benefits from their automation investments. This impacted the revenue growth as a result of high costs involved in managing such processes.

Solution

Wipro helped the customer create an Automation Platform as a Service (APaaS) in eight weeks. The service covered a central governance framework, end-to-end change management methodology and automation of in-house and outsourced processes.

Our solution also included the following:

• Set up infrastructure for UiPath across multiple countries where the customer operates, which is only the third such deployment in UiPath across the globe
• Automated over 30 processes for the client
• Planned overall program management for the customer with the help of process documentation, version control, knowledge management, program governance, and project tracking
• Created coding standards for each process script to be followed by outsourced vendors. For example: In a process where previously insured customers were to be offered a new quote, the bots generated the quote in half the time, and hence witnessed a 4% better response rate in previous customers responding to quotes

Business impact

Deploying the Automation Platform as a Service enabled the customer to create a central robust governance framework which ensured delivery of maximum benefits from the investments. It also increased organizational efficiency as a whole along with the following tangible benefits (depicted in Figure 1):