"Staff have been able to move from 'fire-fighting' to having the time to respond comprehensively."
Utmost Link is the shared services arm of Utmost Group, serving Utmost Worldwide and Utmost Pan Europe. It delivers the middle-office operations for core life insurance business, managing unit linked investments and funds, and predominantly dealing with brokers.The company had a goal to transform its operations and truly embrace automation, to ensure the delivery of world class results. However, it needed to do this within the constraints of existing legacy technology platforms.
"The mood music on the floor has completely changed, people are happier, and we now measure the service in terms of compliments." <div class="case-study_inline-quote-name">Karl Nolan, CEO</div>
In order to achieve successful digital transformation, and to do so in months rather than years, Utmost Link deployed Enate’s Process Orchestration platform in 2017.
The plan was to get control of the human side of the operation before beginning to deploy Robotic Process Automation bots at pace.
Within six months, Utmost enjoyed an 80% reduction in internal processing time within the Link businesses, with increased customer satisfaction, improved morale and reduced costs.
Within six months of go-live, after a five-week implementation project, Enate’s Process Orchestration platform delivered an 80% reduction in internal processing time, amongst other significant customer facing improvements, including:
80% reduction in internal processing time
70% reduction in end-to-end cycle times
38% reduction in incoming phone call volumes, despite an increase in transaction volumes during this timeframe
56% reduction in Client Service Email resolution time
23% improvement in SLA for Frontline phone calls - from 73% to 96% year-on-year
75% reduction in overtime within Client Services despite the unprecedented Feb/Mar 2018 weather events
Operational Soup is a term we use when work is being carried out, but businesses have little idea how much, by whom or exactly how it is processed.
Start orchestration in departments with strong use-cases to deliver value quickly. Often, good examples can be found in back/middle office process areas that have high variation and complexity such as finance or HR operations. Recent intelligence sourced through process mining suggests 80%+ of the work performed in a shared services organization is not performed in the ERP systems, but rather in Excel or Outlook. This is where Orchestration thrives.
Having orchestration implemented across our departments can be likened to having x-ray vision into your operations.
Global Head of Operations at TMF
Almost half of banking and investment CIOs (49%) and insurance CIOs (44%) indicated that they will increase their automation investments in 2021.