Gadget Cover  

Problem Statement

Maintaining data on regularly changing competitor pricing is essential but time consuming and error prone. Due to a high volume of products to compare, it could take an employee up to 1 hr per competitor website.

 

Process Overview

The bot takes a list of competitor websites and a list of product names. It then goes through each product and outputs its price for each competitor to an excel file.

A large amount of websites can be added without increasing FTE, leading to an increased awareness of the current marketplace pricing trends. The process currently processes over 25 competitor websites which would be unrealistic for a single employee to accomplish. The process runs each weekend and takes approximately 1hr to run.

 

Solution

RPA bot to produce weekly marketplace report and submit to relevant teams at the start of each week. The bot can run out of work hours so report can be ready before employees come into work.

Print To Document Storage

Problem Statement

Volumes of inbound mail ~2000 per day, very labour intensive having to manually print all emails and attachments individually to the Doc Handler application.

 

Process Overview

The printing of all inbound email correspondence to an application called Doc Handler. This enables the team to view all related correspondence within the system to assist in the resolution of personal injury claims.

 

Solution

An automatic mailbox rule to move inbound mail to the required mailbox folders for collection. Exceptions to be reviewed manually, mailbox rules managed by the Admin Team. Robots to collect all work, make the required selections in Doc Handler (based on inbound folder), then print the email and all the attachments.

Fee Reversals

Problem Statement

A manual task to reverse Customer Credit Agreement (CCA) fees with an influx of volumes without warning causing problems with resourcing.

 

Process Overview

The reversal of Customer Credit Agreement (CCA) fees on an application used to debit (charge) and credit (reverse) CCA fees. The input is a system generated file from containing a list of Customers that should have their CCA fee reversed.

 

Solution

Robots to collect the system generated file and process the reversals directly. Additional Robot resource made available during busy periods.

A similar solution developed by Robiquity accurately processes 100% of cases with <5% exceptions.

Membership Cost Comparison

Problem Statement

Currently, this process is spread across three different marketing websites, resulting in extra time being spent between each area.

 

Process Overview

This process is required in order to better gauge costings compared to competitors, using different profiles as a means of measurement.

Due to the high volumes of profiles created, 2 FTEs across the department are required to conduct this process on top of their other duties.

Systems used: MS Excel, Interner Explorer

 

Solution

By tweaking the initial process slightly to recognise each website’s unique code, we were able to streamline the whole solution to successfully use the profiles across all three of these websites As such this further increased the ROI for the business.

Customer Cancellations

Problem Statement

Currently, the customer cancellations process requires 2 FTEs in order to fully contend with the workload. This solution will allow them to redirect their attention to their more pressing duties.

 

Process Overview

This process is required daily in order to deal with insurance customers who have their cancellation requests sent through by intermediary companies by email.

This process requires 2 SMEs to manage the work coming through. Emails would arrive throughout the day, therefore requiring SMEs to periodically check back in order to fulfil the requests.

The customer cancellations process was also branched out to two separate websites that provided the same customer service as the initial process. A such, what began as a one way process became a three-way branching process which increased the benefits gained by the business.

 

Systems: MS Outlook, MS Excel, Internet Explorer, Portail

 

Solution

Due to the use of Outlook and the need to read from PDFs, specific steps were needed to be taken in order to ensure the smooth running of the process. Furthermore, extra care needed to be taken with the Aviva home system, periodically met with errors.

Once the process was fully operational, the business reported a time saving of over an hour each day, going up depending on the volume of cases that week.

Fraud Enquiries

Problem Statement

Currently, member fraud enquiries is a process that requires ~2 FTE and divides their attention from additional tasks.

 

Process Overview

Member fraud enquiries refers to the team tasked with replying to outside insurance providers requiring information on customers suspected of fraud. These emails would arrive on a daily basis, from Monday to Friday, requiring the process to be completed 50 times daily across 2 FTE.

This process constituted an important part of Aviva as it allows them to conduct a fair exchange of information with other insurance providers concerning potential fraudulent clients.

Systems: Aviva Portal (Chrome), Alfa inbox (IE), MS Excel

 

Solution

This solution took into account certain flaws held within Aviva’s Portal system, the most prevalent of them being the Portal’s tendency to crash when faced with overuse. In order to counteract this, the solution was set to start at certain times of the day were there was a lower chance of the Portal crashing. In the event that it did, email notifications were put into place so the relevant people in charge of the Portal could rectify the situation, thus allowing the process to begin anew. Once the solution was fully in place, the business reported a time saving of over an hour each day, going up depending on the volume of cases that week.

Loan Sale Premium

Problem Statement

The business spend high amounts of time on repetitive, administrative and non-value adding tasks.

 

Process Overview

The LSP is a figure that is added to the case acting as ‘commission’ for the business. The objective of the LSP process is to add the LSP to the case or check it has already been added, then process the Certificate of Title (COT) wizard in DPR.

The process has the following SLA’s:

Systems: MS Word, MS Dynamics, MS Excel, CRM, IE, Adobe Pro

 

Solution

This process is suitable for RPA with low complexity, it is rules based and could be triggered or scheduled following the case owners preparing the documentation in advance. Once the VW has calculated the LSP figure and added it to the case, it will process the COT wizard in DPR.

Print Offers

Problem Statement

The business spend high amounts of time on repetitive, administrative and non-value adding tasks.

 

Process Overview

Once the underwriters have reviewed the case and approved it for completion, the print offers process can start. The SME will create a ‘print offer’ task in task viewer (DPR), ready for the administration team to complete. The administration team can access this task and action the process.

Systems: DPR Backoffice, MS Excel, Adobe Pro, MS Outlook

 

Solution

This process is rules-based, transactional and completed in the same manner. The VW will monitor the relevant task viewer daily in order to action the process and print the documents. It is suggested that documents are printed in a batch in order to reduce mistakes and make it easily manageable for employees once automatically printed. The SME’s are responsible for finalising the process manually and posting.

A solution was recommended by Robiquity to manage high quantities of automated printing without mixing data.

Completions

Problem Statement

Prior to equity funds being released, the Case Owners Department are required to ‘set completion’. This process has high volumes and requires high accuracy.

 

Process Overview

In order to release funds for clients, the business is required to ‘set completion’ which involves reviewing various completion documents against a checklist, liaising with the neighbouring BMU Department and finally requesting the funds. The SME performing a completions process would follow a checklist, currently paper-based, ensuring the case is accurately set for completion and funds are ready to be released to either solicitor or borrower.

This process is completed approximately 20-60 times daily, taking 15-60 minutes depending on case complexity.

Systems: MS Word, MS Excel, MS Outlook, Adobe Pro, DPR Back Office

 

Solution

The process inputs are both structured and unstructured, including hand written documents, therefore full automation is challenging. The VW will be required to complete a high % of this process before the human takes over and completes the process – ‘set completion’ and release funds. This process provides compliance checks against work done, ensuring accuracy has financial reward to the business.

Developed solution accurately processed 100% of cases with <5% exceptions.

Compliance Checks

Problem Statement

Compliance checks are done as the final compliance monitoring activity before equity can be released.

Process Overview

CMU service both the subsidiary and parent business. The CMU checks process is responsible for performing final checks before any equity is released. This starts with an email input to the compliance SME, requesting checks against the CMU checklist, before approval.

Systems: MS Word, MS Dynamics, MS Excel, CRM, IE, Adobe Pro

Solution

Currently the checklist is paperbased, however a digital copy can be created and used for the automated process. Once the email input is received containing the case details, the VW will work through the checklist to confirm details have been completed correctly. 80%+ of the process can be completed automatically, excluding photographic images of properties which will be completed by the SME.

A similar solution developed by Robiquity accurately processes 100% of cases with <5% exceptions.

Post Offer Checks

Problem Statement

When an offer is made, the BMU team need to check that the offer was made accurately, given the details of the client and the funder and product who the offer has been made on behalf of. The process involves checking of over 100 pieces of data between several different documents and systems

 

Process Overview

A case is opened in Back Office and a paper checklist is collected ready for processing. The worker would go through the checklist, marking each check with a “Y”, “N”, or “N/A”, with the answer being determined by data found in Back Office and within the documents for that case (valuation report, offer etc). Each funder and product has its own set of rules which must be followed and so these should be considered when making data comparisons and determining the output for the checklist. Once all checks are complete the paper checklist is signed and scanned on to the case in Back Office. Several Excel logs are filled out and the case is marked as complete in Back Office and work will begin on the next case.
This process is completed between 20-65 times daily, taking around 25-40 minutes depending on case complexity.

Systems: MS Word, MS Excel, MS Outlook, Adobe Pro, DPR Back Office

 

Solution

The process was automated excluding the reading of any unstructured or scanned information. An electronic version of the checklist is used by the robot and it is able to answer more than 70% of the checks. There are certain checks that are performed that would require further, more complex investigation and so the robot will note each of these on to the checklist as a flag for the human team to check over when receiving the output of this process – this falls within the natural process, rather than leading to a business exception and so allows for a much greater return on investment and a lower exception rate, simply noting an area the human team was going to check as part of BAU.
Developed solution accurately processed 100% of cases with <5% exceptions.