In retrospect: intelligent automation definition
Just in case you have missed our first blog on intelligent process automation, let us first call to mind the definition. Put shortly, intelligent automation (IA) is a combination of dynamic case management, robotic process automation and orchestration. It is used as a holistic solution for digital transformation. IA facilitates maximal automation of activities and tasks, leaving room for skilled employees to deal with exceptions. We will first discuss the case of AXA Sigorta to explain what this means in terms of results.
AXA Sigorta: personal interaction with policy holders
AXA Group is a global company in insurances and financial services. The company operates in approximately sixty countries worldwide. AXA Sigorta had the intention to offer the new service AXA GO to support their customers and transform them from ‘payer to partner’. Its goal is to detect safe driving in terms of speeding, accelerating, harsh breaking and phone usage (also handsfree calling). Two of the requirements were a personalized customer journey and interactions with policy holders on any device anywhere (phone, tablet and desktop).
The solution: intelligent process automation
The Be Informed platform was used to automate and personalize every step of the customer journey. Policy holders were then able to receive personal texts, reminders, proactive personal advice, and real-time insight into the status of requests. All the internal systems of AXA Sigorta were integrated, as well as some external systems. By using the Be Informed platform, AXA was able to set up more than twenty integration points in the customer journey. The intelligent process automation platform now integrates several systems, orchestrates, and automates all business rules and decisions. As a result, a fully personalized and automated customer journey is delivered.
Brabant Water: better distribution of work
Brabant Water supplies drinking water to 2.5 million residents and companies in North Brabant, The Netherlands. In addition, it offers specialized consulting services. The company ran into the need to connect all the systems in order to optimize collaboration, guarantee their planning, and track relevant data. Used systems were SAP (Finance, Logistics, HR), Corsa, SharePoint and ESRI (GIS).
The solution: an overlay-application
Brabant Water implemented our intelligent process automation platform. As a result, a new case is built for every request and all involved departments are able to follow-up on their assigned tasks in real-time. End-to-end customer-oriented processes and cooperation between stakeholders within and outside the organization are also supported. The Be Informed platform manages the entire process, and adaptively refers the case from the employee to the supervisor and other involved parties.
These 2 best practices are a few examples of the successful use of the Be Informed IA platform. Would you like to study more use cases? You can now download the Cargonaut case on compliance.
What is up next?
These last 3 blogs introduced intelligent automation, explained how you can get the most out of an IA platform and illustrated the insights with some of our best practices. Next week we will focus on the added value of IA for the public sector. Stay tuned by signing up below or follow us on LinkedIn, Twitter and Facebook to stay in the loop at all times.