MANAGING ENTIRE WORKFLOWS
MANAGING ENTIRE WORKFLOWS
Presently, many companies that deploy technology like robotic processing automation (RPA) generally use it to automate individual tasks, such as transferring a specific set of information between two databases. However, by taking a more strategic approach and implementing a hybrid BPaaS platform, there is the potential to automate and integrate entire workflows, connecting numerous functions across the organization in a seamless and efficient digital pathway. As David Ziltener, Head of Global Go-To-Market at Swiss Post Solutions, says, “a very important piece of the hybrid BPaaS platform is that we can hook any type of operational team, anywhere in the world, into the platform, where they are then integrated in the workflow.”
“We can hook any type of operational team, anywhere in the world, into the platform, where they are then integrated in the workflow”
David Ziltener, Head of Global Go-To-Market at Swiss Post Solutions
What this means is that companies can configure their BPaaS platform so it closely fits their operational needs, which alter between different industries. For example, home and household insurance have typically been difficult areas to automate as each claim has many different variables and complex considerations. By using a combination of RPA and AI, SPS was able to automate large parts of the process, including contract validation, claims history checks, validation of natural events, and searching for cost efficient replacement options. As part of the same BPaaS platform, more complex cases and tasks were forwarded and finalized by claims experts. By implementing a hybrid model, the company was able to reduce manual handling by 50%, cutting average handling time by 40%, while accuracy was improved.10 These results would not have been possible if the company had gone for either a fully automated or fully labor-based model.
Another key element of a BPaaS platform is that it can also provide a crucial link between different back-office and front-office systems. This is important because in order to improve operation efficiency it is crucial to look at a company’s business processes as a coherent whole, rather than as isolated parts. End-to-end digitalization means that there is a linkage between in-bound information, workflow processing and execution, and outbound customer contact (see Figure 4). Typically, companies do not have straight-through-processing that links the back- and front-end systems. They lack interfaces to transfer structured information into core company systems and struggle to create seamless processes that flow through the organization. Often they rely heavily on manual processing, which creates bottlenecks and reduces efficiency. There is no point having a modernized customer-facing system if the underlying processes are not optimized. As explained by independent experts, HfS, the combination of back-, middle- and front-end processes in one integrated platform is the next level of operational excellence.11
Figure 4: Bridging back-, middle- and front-office functions
11 HfS, ‘How Insurance carriers must embrace insurtech to win on customer experience.’ Accessed October 2018.