Finastra

The Task

Global financial services technology company, Finastra, is on a mission to streamline its operations by employing intelligent automation. With 9,000+ employees, the London headquartered company delivers vitally important technology to around 8,600 customers, representing financial institutions of all sizes across the globe, including 90 of the world’s top 100 banks.

Finastra was formed in 2017 by the merger of D&H and Misys, meaning a joining of differing IT infrastructure environments. Naturally, this presented challenges for colleagues having to interoperate across disparate systems and work through more lengthy processes. To address this, Robotic Process Automation (RPA) technology was considered as an expediting solution due to its ability to automate a wide range of business processes across all systems.

Action

Robiquity worked closely with Microsoft to demonstrate how the ‘Power Automate’ RPA capability could deliver value as part of Finastra’s Intelligent Process Automation Programme, coupled with Blue Prism’s core RPA solution. A Power Automation proof of concept, focused on the automation of a high volume mail merge process within Finastra’s Student Lending business unit, was deployed – providing instant value to the operation. Furthermore, new and improved finance processes, involving the creation of files and payments reports, using Blue Prism, have been built. These were deemed ideal automation candidates – being high volume, high workload activities, with seasonal peaks, and potential for errors. Crucially, these processes were first analysed and then optimised before they were automated – to ensure maximum gains.

The Result

With the digital worker operating 24×7, and faster than its human counterpart, the results were compelling – with zero errors during the process and major productivity savings – reducing cycle times from hours to minutes in some cases. The PoC demonstrated the capability of Power Automate and provided compelling evidence of the value of Microsoft Automation solutions to support business-wide communications.

TransUnion UK

The Task

TransUnion is a global consumer credit reporting agency. TransUnion collects and aggregates information on over one billion individual consumers in over thirty countries including “200 million files profiling nearly every credit-active consumer in the United States”. Its customers include over 65,000 businesses.

TransUnion recognized the potential for Automation to streamline process execution across a highly fragmented global operation, with the aim of directly improving customer experience through faster delivery of frontline services.

Action

Robiquity engaged with TransUnion from September-December 2020 to carry out an enterprise-wide Automation Roadmap Assessment (ARA) as part of the wider Intelligent Automation initiative. This included engaging a huge number of business SMEs across Customer Services, Sales, Finance, IT and Legal functions. There was great business engagement – 109 opportunities assessed, and over 50 people engaged across almost 100 workshops.

Following the ‘Evaluation’ stage of the Automation Target Operating Model (‘ATOM’) Methodology, Robiquity analysed and qualified opportunities for automation from relatively simple tasks to end-to-end processes. Every opportunity was qualified and prioritised with a business SME from TransUnion and a recommended technology solution was identified, including core RPA and Intelligent Automation components.

The Result

Robiquity identified a pipeline of over 50 Automation opportunities, with a ‘Top 10’ list of ‘Automate Now’ candidates based on ROI and ease of development.

Collectively the top 10 would deliver over 30,000 hours back to the business, eliminating single points of failure, human error and SLA breaches and compliance risk and improving Customer Experience.

Opus Energy

The Task

Opus Energy works closely with businesses to deliver reliable, sustainable energy at competitive rates. Opus Energy supplies around 340,000 business premises across the UK, and in order to take its services to the next level, company leaders wanted to find a way to effectively automate processes, to improve customer experience and operational efficiency

Spearheaded by Head of Intelligent Automation, Ian Blackburn, Robiquity began working with Opus Energy in January 2018, providing guidance and expertise, specifically in how to set up and deploy Blue Prism’s RPA software. The initial challenge was to demonstrate Blue Prism working and interacting with Opus Energy’s systems whilst building about a business case that could realise ROI.

Action

Together with Ian’s team, Robiquity went about identifying a suitable candidate process that could be used for the purposes of a proof of value. A senior Automation expert then worked over a 30-day period to successfully document, build and test the chosen process.

The results demonstrated to Opus Energy that the technology worked successfully within its environment, as well as giving the business the confidence to move forward at scale.

Opus Energy was well aware that it would be tough to recruit, train and retain the level of skills required to scale their Automation Programme. Robiquity followed their ‘Enablement’ methodology to select, train and mentor a team of resources who now make up the foundation of the Automation CoE. The team was selected specifically for Opus Energy and have been nurtured to a skilled level, whilst fully embracing and becoming part of the Opus Energy culture.

The Result

In the short space of just 12 months, Opus Energy has scaled its RPA solution, and has built and deployed a wide range of successful automations with more to follow. With the intent to improve service, improve efficiency by releasing capacity back to the business, and improve the working experience of these processes for the workforce, the team at Opus Energy have a clear vision and are delivering their plan to drive robotics at scale to support the business.

What’s more, armed with the internal capability via its CoE, Opus Energy is looking at a range of exciting ancillary technologies to add increased value and evolve its RPA solution into a truly intelligent digital workforce.

AO

The Task

AO.com is the largest online white-goods and electricals retailer in the UK. FY21 results showed astonishing financial results, with a revenue of more than £1 Billion. Covid-19 related restrictions accelerated a shift in customer behaviour towards online shopping, and AO experienced an exponential demand in customer orders.

As an organisation that prioritises customer experience, it was key that AO were able to sustain this growth whilst maintaining their Customer-first mindset. It was also important to control costs and maintain profitability, which is often a challenge when the demand for customer contact grows, as well as the human costs to service that demand.

Action

This was a perfect scenario for introducing Intelligent Automation and a ‘digital workforce’ to augment the human workforce and enable profitable growth. AO formed a partnership with Robiquity to explore the opportunity for RPA to handle administrative and time-consuming tasks while customer service agents were freed up to do what they do best; support the customer.

Robiquity worked closely with AO business analysts and process leads to identify the opportunity for Automation using, UiPath Software, across the business. Robiquity used their ‘Automation Roadmap Assessment’ methodology and ROI calculator, to identify and prioritise a scope of Automate-now processes, aligned to AO’s business drivers.

Each process was approved on the basis of hard, measurable benefits that could be realised from the point of Automation deployment. The scope included processes in the Contact Centre, Mobile, Finance and Fraud.

The Result

Within the first 6 months, several processes went live successfully on time and to budget, handling many hundreds of sales transactions per day, and realising benefits including a reduction in call handling time, faster order processing, improved credit checks and reduction in fraud. Collectively the benefits delivered significant quantitative value and improvements in customer service and employee satisfaction.

The success of the first wave of Automation, together with continued analysis to fill the hopper with new opportunities, has given AO the confidence to continue with their Automation roadmap and deliver additional processes in partnership with Robiquity.

More 2life

The Task

More2Life have seen YoY double digit growth now for several years which has been a fantastic achievement and a tremendously exciting journey to be a part of, however not without the reasonably expected growing pains.
One of the challenges M2L face is the time-consuming nature of the various data validation processes, which are critical to lending with the correct level of governance.
To achieve this, M2L employ highly skilled compliance specialists who are able to manage risk effectively, however these people are often burdened by the administrative tasks and paperwork meaning time spent on due diligence is under pressure. M2L recognised that as they grow, this problem will simply get worse.
To overcome this, M2L decided to look to technology for a solution; Robotic Process Automation looked like it could be a good fit.
Robiquity were engaged to deliver Automation as a Service.

Action

Robiquity began by completing an Automation Roadmap Assessment (ARA) which helped define the value that could potentially be derived through automation and the type of opportunities which existed. This allowed Robiquity to make an appropriate technology vendor recommendation.
On completion of the Assessment many of our initial questions were answered. Robiquity delivered the outcomes presentation which showed a clear route to ROI and a development roadmap which gave us confidence by de-mystifying the technical jargon and creating a simple plan.

The Result

Over the last twelve-months, this partnership has seen more2llife automate around 80% of its back office servicing processes, improving speed by over 40% by deploying smart robots to tackle time consuming monotonous administrative tasks. This has allowed the lender to deploy the 1,500 man hours saved each month to support the customer facing and processing teams to help improve the time between application, offer and completion. Latest data from more2life shows that it takes on average just 6.9 days to get from application to offer.

Global Automative Provider

The Task

The UK’s largest Automotive supplier had identified a need to deploy Intelligent Automation (IA) across key back-office functions, in a bid to make its operations more efficient, in a highly competitive landscape.

The business was very clear that it wanted to build out its own Centre of Excellence (CoE) and create a sustainable legacy and wanted the right partner to enable this.
As part of their due diligence, the Manufacturer conducted a comprehensive study of suitable delivery partners across the market. Thanks to our pureplay approach and proven credentials, Robiquity were selected against tough competition from Big4 / mainstream SI’s.

The Solution

Phase 1 was to support the client, in both identifying and validating opportunities for automation, as well as shaping a development roadmap, aligned to the client’s budget and scope.

Once the roadmap was approved, a pod of Robiquity Developers were deployed, taking the opportunities identified by the Analysts, and delivering fully productionised robotic automations.

Our approach was to continually work with the business to feed the hopper, whilst delivering the development projects in a factory style model.
Running alongside the delivery pods, were highly skilled Operating Model Architects, who were responsible for embedding a framework and governance model, which would go on to drive standards, best practice, and ways of working, long after Robiquity’s exit.

The Result

Over the life cycle of the programme, 20+ Robiquity resources, ranging from; Developers and Analysts through to Automation Architects supported the Manufacturer, ultimately proving pivotal to their success.

In the first full year, the Intelligent Automation porgramme delivered over £5.2 million in cost benefits back to the business, with projected ongoing savings from year 2 onwards, exceeding £20 million.

The programme went on to gain international notoriety due to its success and pace of scale, resulting in the Manufacturer winning the ‘People’s Choice Award’ at the annual vendor conference.

Pets At Home

The Task

Pets at Home are one of the few high street retailers who are still seeing significant growth “in-store”. As good as this growth is, Pets have to keep a close eye on their increasing fixed cost base, especially in an environment where competitors are looking to increase margins and decrease fixed costs by moving to digital.

One of the opportunities to control costs whilst increasing capacity is to use Automation technologies such as RPA and Intelligent Automation.

Pets engaged Robiquity to help understand, prove and initialise Intelligent Automation within PAH.

The Solution

Robiquity broke down the task of kick starting IA at Pets into simple, bitesize steps, following ATOM. We kicked off with engagement sessions across Executives and Senior Managers, showcasing the technology capabilities with various demonstrations and use-case workshops. Once the Pets team had grasped the concept of IA and how it could benefit their own world, we had successfully created excitement and engagement to progress to the next stage.

This next stage was to help qualify the value of automation opportunities and create a compelling business case, with a clear operating model and roadmap to achieve ROI. This was completed after around 4 weeks of analysis and consulting.

The final stage was for Robiquity to stand up the delivery team, this consisted of various different people with a variety of skills from Opportunity Identification (Analysis), Solution Build (Engineering) and Run / Support (Management and improvement). The blended team of Robiquity staff and PAH experts was stood up within a couple of weeks and quickly went on to delivering the first 20 Robots within just 6 months.

The Result

Pets at home went from “Automation blue sky thinking” to 20 live robots in around 6 months. The robots spanned across multiple business units along the customer journey and continue to delivery 1000’s of hours in benefit, removing various bottlenecks, allowing Pets to continue to grow the business without taking on significant fixed costs.

Loblaws

The Task

Robiquity collaborated with Loblaw – Canada’s largest food and pharmacy retailer employing nearly 200,000 people across 2,000 locations, to help turnaround a program which, at the time, was struggling under another SI.

The plan was to automate a variety of business functions including finance, supply chain, logistics and stores – and help deliver 25 robots to help streamline critical processes.

The Solution

Taking over from another partner, our first goal was to collectively understand what had been delivered to date and perform a ‘Health check’ across all aspects of the program.
Once we understood the bottlenecks and what improvements needed to be made, we were then able to play back to the leadership at Loblaw and agree a plan which would get the program back on track.

Our initial goal was to ensure that the hopper was efficient and that relevant automation opportunities were both qualified correctly, and followed a formal governance procedure, before making their way to the Dev teams.

Furthermore, to ensure Loblaws long term success, Robiquity also advised on, and implemented, a ‘Design Authority’ (DA) which is in place to; maintain quality, drive best practice, and ensure high quality solutioning was considered in all process designs.
As part of delivery, we then provided Loblaw with a fully functioning Development capability who were quickly able to churn through processes that sat in the hopper and deliver benefits at pace.

The Result

Through a mixture of high-quality resources, plus best practice, the Robiquity team were able to deliver over 20 robots in just 4 months. Prior to this, only 3 had been delivered in 8 months.

To this day we continue to partner Loblaw, not just in scaling their RPA practice, but also in their journey to explore how we can integrate more intelligent / AI related technologies to driver further efficiencies in 2021.

Swinton

The Task

Swinton Insurance are one of the UK’s largest insurance brokers, a growing industry which is constantly transforming as a result of many things such as regulation, the emergence of aggregators, disruptive new “tech-fuelled” entrants all of which ultimately results in pressure on margins.

Swinton’s heritage means they have a well-established, trusted customer base and brand, however a bi-product of heritage is often legacy.
Legacy technology and infrastructure often limits agility and in a world where “speed” and “on-demand-transactions” are a must, Swinton turned Intelligent Automation via Robiquity to combat this.

Solution

Robiquity conducted an Automation Roadmap Assessment across the Swinton estate and identified a number of compelling use cases for Automation. Robiquity then helped Swinton make an informed decision on which Automation tool was best suited to their requirements by completing a technology review and recommendation.

Once the IA business case had been agreed Robiquity tackled the highly complex, highly valuable automations whilst also upskilling some of the Swinton team members to help Swinton build and retain some critical knowledge and skills.
Once the initial processes had been delivered, Robiquity helped Swinton apply some rigour to their internal governance model, ensuring that Swinton we’re set up correctly to scale this technology and drive significant benefit.

The Result

Swinton’s Automation programme was a huge success, in their first 12 months they delivered over 25 Automations which resulted in over year on year benefits in excess of £2M. The technology has now been adopted by Operations as a true Digital Workforce, and the IT community also leverage RPA as a Digital Glue to help integrate legacy systems.