How do you kick-start business transformation with Intelligent Automation?
Proving the value of automated claims processing so major insurance company, BALTA, can sustain its leadership position in the market.
The challenge
BALTA knows its future lies in staying one step ahead of the rest of the market. Its vision is to continue delivering high-quality customer experiences by matching cutting-edge technology with business needs.
Yet providing stand-out services to its clients and scaling to meet growing demand was restricted by legacy systems that depended on manual workflows. One example was the way teams were forced to handle hundreds of vehicle claims emails every month. The existing approach to manually sorting and saving attachments in the right systems led to serious bottlenecks and costly inefficiencies. And this lack of speed and standardization resulted in customer frustration and errors in claims processing.
The team recognized they needed some form of automation to help manage the high volume of emails, improve resilience, and boost the customer experience. But what kind of automation and how could IT convince the whole business to invest in it?
Approach
Having partnered with Emergn, BALTA asked us to apply our Intelligent Automation Assessment to identify quick wins. Our team conducted interviews with key stakeholders to understand the most pressing requirements. And after just one week we had identified four potential use cases for Intelligent Automation within BALTA’s claims processes.
The next step was to gain buy-in from the rest of the business by prioritizing these use cases and building out a proof of value. So, we mapped out processes between their current state and the target state. Highlighted where and when AI and machine learning could deliver improvements. And validated our approach through measurable business benefits.
Instead of proposing new architecture, we implemented the first Intelligent Automation tools using BALTA’s existing ecosystem – Microsoft Power Platform. This aligned our activity with wider modernization efforts, such as moving BALTA’s Active Directory to the cloud. And ensured continuity and compatibility as we developed further use cases.
Scaling and implementing Intelligent Automation had to fit the pace of change within the business. So, we delivered incremental rollouts and continuous improvements.
Change management and governance principles were crucial to maintaining buy-in. We held regular stakeholder reviews and employee meetings for people to grasp the value and get involved. We also trained BALTA employees in the new skills required to work with Intelligent Automation and adapt to future change.
Our impact
BALTA needed a partner who understood the complexity of its existing IT environment and could bridge the gap between IT and the rest of the business.
With a detailed understanding of BALTA’s processes and technical expertise in Power Platform, we brought priority use cases into production, translating operational needs into effective transformation implemented across several internal processes.
One of the most significant use cases was applying Intelligent Automation to vehicle claims emails. We mapped out the existing manual process, demonstrated the value through efficiency gains and reduced errors, and designed a tool to automatically upload attachments to the relevant claims system. This workflow, built on the Power Platform, included pathways for manual interventions or escalations where necessary.
The success of this and other use cases is leading to further investment in Intelligent Automation across other areas of insurance operations.
The adoption of Intelligent Automation has transformed BALTA’s internal processes, freeing employees from tedious tasks and allowing them to deliver higher-quality, more personalized customer service. This has led to increased overall business productivity and a shift in mindset towards embracing technology.
The collaboration will continue, with Emergn working closely with BALTA’s employees to identify and automate additional processes, ensuring maximum benefits from the interaction between people and machines.
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