first2protect Insurance Services, part of LSL Property Services plc, one of the UK’s leading residential property services groups, is deploying Digital Helpers to support staff in administrative tasks associated with compiling and dispatching new insurance policies to customers.
By using the Thoughtonomy Virtual Workforce platform, first2protect is able to ease the burden on existing administration staff, securing compliance and enabling staff to spend more time with customers to deliver a seamless, personalized experience.
The initiative has been welcomed by staff across the organization, including the administration and IT functions, who are already reaping the benefits, spending less time on repetitive tasks and giving more focus to enhancing the service they give to their customers. Employees have embraced the Digital Helpers into the team and even given them names – Bonquiqui and Sheniqua!
With its core proposition based around the speed with which it can provide customers with a personalized offer on insurance, after a property contract has been exchanged, first2protect recognized the benefits that Digital Helpers could deliver in automating a process which was weighing down the company’s administration team. Each policy was taking its team around 8 minutes to manually compile and dispatch, and with high peaks in volumes concentrated at the end of each month, this put a lot of pressure on the team.
Using Intelligent Automation, Digital Helpers have eased this workload and within the first month freed up more than 100 hours within the administration team. This time saving is set to increase significantly as additional administrative tasks associated with the end-to-end process are transferred across to Digital Helpers. Alongside these time-saving benefits, the automation strategy ensures a fully auditable trail of activity that meets ever evolving compliance regulation.
Thoughtonomy’s Virtual Workforce platform uses Artificial Intelligence and intelligent optical character recognition (iOCR) to read and interpret information across a range of disparate systems. This ensured that digital workers could be trained to navigate around the system integration challenges that could not be tackled using traditional Robotic Process Automation (RPA) platforms.
Marie Fursdon, Operations Manager at first2protect, said: “We see Intelligent Automation as critical to fulfilling our digital transformation goals. This is just the first step on that journey, but it’s given us a fantastic taster of the impact that Digital Helpers can have on our operations, staff and, most importantly, our customers.”