Technology Category
- Analytics & Modeling - Robotic Process Automation (RPA)
Applicable Industries
- Cement
- Finance & Insurance
Applicable Functions
- Quality Assurance
Use Cases
- Leasing Finance Automation
- Material Handling Automation
Services
- Testing & Certification
- Training
About The Customer
MISL Limited is a UK-based insurance company with over three million customers. The company offers car, home, and life insurance products through partnerships with several UK financial service providers, as well as its own brands - Budget Insurance, Dial Direct, and Jaunt. MISL operates under a shared service model, allowing it to provide customers with an experience tailored to the brand of their insurance product from a single contact center. The company embarked on a digital transformation project to support its multiple brands, starting with the enhancement of the web experience for customers of a single brand.
The Challenge
MISL Limited, a UK-based insurance company, embarked on a digital transformation project to support multiple brands under a shared service model. The project began with a focus on enhancing the web experience for customers of a single brand. However, as the website was being prepared for launch, it became clear that extensive manual testing was required to ensure its readiness. This process was time-consuming, with some teams spending three days on testing and two days on project closure. The manual processes were also concentrated among a few staff members, posing a potential risk to the business. MISL was already using Nintex RPA for claims processing, and it was identified as a potential tool for automating the testing process.
The Solution
MISL conducted a proof of concept (POC) to determine if Nintex RPA could meet the test team's requirements. The POC was successful, leading to the wider use of Nintex RPA across MISL. An automation community and an automation Center of Excellence (COE) were established to support multiple projects and enable teams across the business to build and manage their own automation projects. The COE team is moving towards a citizen developer model, with the goal of helping teams upskill their automation capabilities. Teams are provided with coaching and mentoring to guide them through the onboarding and adoption of automation for their business requirements. Once proficient, they are moved to a support and upgrade model. The automation team manages requests for support, and a continuous feedback loop is in place to identify failure points and provide assistance.
Operational Impact
Quantitative Benefit
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