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.
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.
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.
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.
DKG receives several hundred emails into its claims inboxes daily, leading to a high volume of repetitive work. To save time, reduce time lags and increase processing accuracy, an automation solution was developed to extract data from these emails and automate the correct course of action based on the email content. DKG now has an RPA robot that works effortlessly across Outlook, the CRM system and Box to process emails accurately and on time. During the first five months, more than 9,000 emails were processed (and counting).
Going forward, DKG plans to automate more complex processes by embedding AI and machine learning capabilities into their automation environment. They are also considering building a ‘digital assistant for every broker’ to ramp up efficiency, with the ultimate goal of achieving a hyperautomation scenario in which employees build their own automation solutions.