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Michael_S
Automation Use Case: Speeding up a New Business process with automated document collection
Paul and the team at Wesleyan automate a previously outsourced evidence collection process, saving a collective £110k annually
- Products Used: SS&C Blue Prism Enterprise
- Target department: Customer Services
- Sector: Financial Services
When taking out a new Income Protection policy, medical evidence needs to be gathered from the policy holder. This was previously done by a 3rd party, causing an additional cost in processing and was also time consuming - elongating the New Business process.
The discovery phase
This opportunity was initially identified through a transformation project as an opportunity to make a cost saving and also make the setting up of new policies quicker for customers.
Designing the automation
A digital form was identified as the right solution to gather medical evidence to replace the telephone interviews conducted by the 3rd party. The requirements for this had to be fully specified ensuring that sufficient information was gathered to enable the case to be underwritten a high percentage of the time without needing to go back to the customer for further information. This had to be balanced with ensuring that this didn’t create a significant overhead for the Salesforce.
Building the automation
The first part of the build was the creation of the digital form to gather all of the required medical information. This was a relatively lengthy process as required multiple branchings from questions based on previous answers.
Once the form was completed the build was started to gather the digitally submitted information. This was then compiled into a summary document for use by underwriters, based on the answers submitted logic was applied to identify if underwriting was required or not. If it wasn’t the case was updated in the workflow tool and moved on so that it was ready to be picked up and issued by an administrator. If it was deemed that underwriting was required the workflow was updated and the case moved over to underwriting to be picked up and dealt with.
Testing and improving
Testing was broken up into 2 phases, the testing of the form and the testing of the automation. This involved a significant investment of time particularly into the testing of the form due to the amount of questions and branching within the form.
Moving to production
Deployment went through our standard implementation process. Ensuring that the form, automation and workflow within the work manager system were all co-ordinated to go live at the same time.
Approximately 10 working days was saved in the end to end processing time by removing the need for a hand off to a 3rd party and fast tracking cases at the point of submission into underwriting when necessary.
An annualized saving of approximately £110k was made through a combination of saved FTE and removal of 3rd party costs.
The main challenges in this build was the design/specification of the form. The form consisted of approximately 200 potential questions and 60 branching points within the form, this meant that both the gathering of requirements and the testing of this was lengthy and complex.
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