The challenge
Our client, a large British general insurance company, was impacted by growing operational costs and competition, which prompted the decision to automate processes to modernize operations and lower costs. The client’s prior IT supplier faced challenges setting up and deploying at scale a new robotic process automation (RPA) effort. The automation infrastructure was also out of date and created approximately 30+ incidents per day related to bots not performing. In addition, the older software limited the staff’s ability to make process automation improvements. This led to higher development costs, an opaque delivery model and a lack of trust with third-party suppliers. Goals of the engagement included reducing the average handling time (AHT) and increasing accuracy in processing third-party supplier invoice payments. Based on our capabilities and experience, Cognizant was chosen as the right solution provider to advance the client’s automation agenda.