Business Need

The client wanted to enhance productivity and optimize CRM costs without compromising customer experience.

Business Challenge

Our client faced severe complaints as the response time to customer requests was invariably large. Additionally, the bottom line was impacted because the resource utilization rate was high, but that didn’t translate into productivity in delivering good and prompt customer service across the insurance lifecycle phase—policy Creation, Renewal, Endorsement, Cancellation, and Reinstatement. There stemmed an urgent need to enhance productivity by processing repetitive, rule-based, and high-volume tasks.

Business Solution

NuSummit partnered with a leading RPA vendor – Automation Anywhere to provide a comprehensive RPA solution suite to streamline the CRM processes of Contract Management, Case Management and Customer Support.

Contract Management: Our solution tracked the customer and vendor contract documents and expiration dates. It also triggered automatic send notifications to vendors and customers whose contracts were close to expiration, along with creating a detailed report.

Case Management: Our solution automated the creation of new cases – customer service requests, help desk requests, and work orders in the CRM along with automating the entry of data like customer quotes, order history, shipment tracking, and payment history related to that particular case in the CRM.

Customer Support: Our solution synchronized data from various systems and created a single view for the customer representative within a few seconds. Moreover, details like customer name, previous interaction history, billing details, and user preferences were also collected to help agents deliver better customer experiences.

Tech Stack

Robotic Process Automation (RPA):

• Automation Anywhere