When we first connected with Luke Kelly, Director of DKG Insurance Brokers, his team were developing a range of internal CRM systems to manage underwriting and claims. While Luke had considered extending the capabilities of these systems with robotic process automation (RPA), he hadn’t yet explored the full potential of RPA.
Collaborating with us has enabled DKG to launch an RPA-led automation programme that has already begun to deliver exceptional value to clients, employees and the business alike.
DKG’s key automation goal was to free people from robotic tasks and “let brokers be brokers”. At that time, DKG’s brokers were often spending up to 80% of their time on tedious, repetitive tasks. Using automation to handle the low-value work has given these skilled professionals more time to gain a rich understanding of clients’ risk exposure and offer industry-leading insurance and risk solutions.
The first three automation projects
At the outset, three ‘problem processes’ that were heavily manual and sapped DKG’s resources were identified as the best opportunities for automation:
1. Managing Debtors
While DKG had a powerful system in place to manage its accounting ledger, the debtor management process was not adequately digitised. We helped to deliver an RPA-powered solution that works seamlessly with existing systems to generate statements and invoices with accurate data; and automate email communications to clients. Since deploying this system, DKG has achieved considerable time savings and improved cash flow due to more timeous payments.
2. Renewing Retail Motor Policies
Motor policy renewals did not generate substantial profit for the business yet required a huge time commitment from DKG’s brokers. An RPA software robot has been built to streamline and automate key process components, allowing brokers to focus on higher-value activities while still being able to source the best motor policy renewal solutions for clients.