SV SparkassenVersicherung: Robotic Process Automation
Implementation, further development, and operation - Almato supports SV in the implementation of its automation projects in the areas of property and life insurance. The insurance company benefits from low error rates, seamless documentation, and significant time savings.
The Key Facts at a Glance
- Reduced error rate
- Compliance thanks to seamless documentation
- Significant time savings
The Challenge
3.9 million customers, 5,000 employees, 350 branches and 105 savings banks - SV is a modern regional insurer and one of the market leaders in building insurance in Baden-Württemberg and Hesse. The company offers its customers a comprehensive service range from household insurance to legal protection, health insurance and company pension schemes.
SV SparkassenVersicherung faced a challenge that many companies with frequent customer contact share. Information and inquiries are received via a wide variety of channels such as post, e-mail, fax or forms. Relevant data is therefore often available as unstructured information that must be entered manually in the back office. Manual entry leads to high costs and is a frequent source of errors.
The Almato Solution
SV SparkassenVersicherung now uses the advantages of Robotic Process Automation (RPA) to relieve the teams in the service and back office. In this specific case, the technology is used to process simple, standardizable business transactions automatically using digital software robots. Software robots - not to be confused with physically existing robots - take over tasks and interact with applications in the same way as a human employee would.
Almato set up the infrastructure required to operate an RPA solution for SV SparkassenVersicherung. This essentially comprises a server, several physical or virtual clients and several development computers. The development computers are used by the RPA developers to define new processes. The clients are used to execute the processes automatically. On the server side, administrative tasks such as scheduling, or task management are primarily handled.
Initially, six business processes have been developed since the start of the project. Since then, further processes and tasks from service and back office for property and life insurance have been added.
The first step was to train the SV SparkassenVersicherung’s team in RPA technology so that they could automate new processes independently. Experts from Almato were always available as development support for queries and more complex development steps.
With the existing RPA environment, many processes can be mapped simultaneously, which are controlled by SV SparkassenVersicherung as required and then processed sequentially by the software robots.
Process example: Full automation as part of SV OnlinePost
In SV SparkassenVersicherung's customer service department, customers are contacted by e-mail to optimize the flow of information and ask whether they would like to receive their insurance documents electronically in the future. To do this, the customer must register on the SV homepage. This registration triggers the creation of a PDF containing all relevant customer data. This data usually must be entered manually - or, as in the case of SV SparkassenVersicherung, by software robots - in the backend systems.
By automating this process with RPA, SV SparkassenVersicherung achieves significant savings in process throughput times. Software robots consistently process data without errors and document all work steps. These two aspects ensure secure and reliable management of sensitive customer data.
The Success
At SV SparkassenVersicherung, the digital team members provide support for repetitive and time-consuming tasks, such as data transfers to various backend systems. In addition to productivity gains from RPA, SV SparkassenVersicherung benefits from other advantages such as error reduction, comprehensive documentation, and multiple flexible »virtual clerks« capable of handling various standardized business transactions. Moreover, processes are now more efficient as the work of the robots creates space for other activities within the human workforce.
In the meantime, Robotic Process Automation is no longer just a project topic for SV SparkassenVersicherung but is gradually being established as a permanent function. SV's virtual RPA team is interdisciplinary. Central coordination is located within the operations organization. IT-savvy team members from the specialist department take over the development of additional software robots. A clear advantage: the development team consists of experts in the specialist processes to be mapped.
