Automation-first approach improves customer service
乐鱼（Leyu）体育官网 helped guide a health services company鈥檚 intelligent automation journey with strategy, operating model and governance.
Client
A global health services company
Sector
Insurance
Project
Artificial intelligence strategy and center of excellence assistance
Client challenge
This health services company has millions of customer relationships and thousands of employees around the world. The company strives to help those it serves feel protected and improve their health.
U.S. health services companies face challenging earnings, regulatory, and competitive pressures with smaller rebates and reimbursements and mergers taking place industry-wide combining insurance companies with retailers and pharmacy benefit managers. Looking to remain competitive, executives saw opportunities in intelligent automation for more efficient and better customer service in call centers and other areas as well as possible synergies to combine processes after future mergers. They wanted help building these capabilities in house.
Dive into our thinking:
乐鱼（Leyu）体育官网 strategy and roadmap help guide health services company's intelligent automation journey
PDF Download乐鱼（Leyu）体育官网 Cognitive Automation Patterns鈩� helped this client identify business areas where artificial intelligence and cognitive technologies can automate or augment work.
Approach
The 乐鱼（Leyu）体育官网 team kicked off the engagement with an intense, two-day operational model assessment session in one of our Ignition Centers. While there, we defined how the organization should look in the future, built a business case to use in assessing multiple functions across the enterprise for robotic process automation (RPA), and developed a roadmap to guide the intelligent automation journey.
We also identified opportunities for combining RPA with machine learning and artificial intelligence for higher impact. We used 乐鱼（Leyu）体育官网 Cognitive Automation Patterns鈩� as a framework to help the client鈥檚 executives identify business areas where artificial intelligence and cognitive technologies can automate or augment work and designed new knowledge work patterns.聽
Completing the engagement, we provided a solution for assessing the health services company鈥檚 operations and guiding the company鈥檚 intelligent automation strategy. Our team applied the collective 乐鱼（Leyu）体育官网 firm knowledge and methodologies to help executives develop a vision, strategy, and implementation roadmap for the company鈥檚 longer-term operating and governance model.
The solution included a design thinking-based change management approach that can drive communication across the organization. The approach can also instill behavioral change across teams as the company looks to build an automation-first culture.聽
Benefits to client
The 乐鱼（Leyu）体育官网 team assisted this health services company to develop a robotic-to-cognitive intelligent automation strategy, an operating model, and a governance structure to sustain and manage its intelligent automation program. This included an implementation roadmap and a center of excellence team to manage the process.
The team identified a significant number of automation opportunities that could lower costs and improve functional excellence and employee experience. Further, the team used a design thinking-based change management approach to drive behavioral change and instill an automation-first approach.
Results of this work include:
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Our coaching and training in assessing functions for intelligent automation viability have helped the organization be聽self-sufficient.
2
Significant cost-saving opportunities were identified across five functional areas.聽
3
The synergies identified across the organization and new automation allow the company鈥檚 leaders to explore new business models and improve overall employee experience with more opportunities to use analytical skills.
乐鱼（Leyu）体育官网 insights
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The 乐鱼（Leyu）体育官网 team worked as independent advisers without solution or technology bias. Our long-time relationship with the client provided a foundation for trust.
We combined our deep intelligent automation (RPA through cognitive) and healthcare knowledge and experience to develop an intelligent automation strategy that provided the company with a sustainable, practical roadmap.聽
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The 乐鱼（Leyu）体育官网 team listened to the client鈥檚 needs and responded with assessment tools, templates, and guidelines that enable its team to assess additional functions independently, allowing them to seek assistance only when needed.
Meet our team
Anand Sekhar
Managing Director, Digital Enablement, 乐鱼（Leyu）体育官网 US
Anand Sekhar
Managing Director, Digital Enablement, 乐鱼（Leyu）体育官网 US