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Generali improves services and efficiencies with robotic process automation

Business Situation

Digital transformation has increased contacts between insurers and policyholders. Improving the customer experience is now a priority for insurers with major challenges in operational organization and efficiency. To meet these new challenges, Generali France launched a vast project to improve its operational efficiency and customer services by adopting robotic process automation (RPA). The objective is to make the customer experience more fluid by simplifying exchanges, reducing response times, and enabling real-time monitoring of customer requests.

After several successful RPA projects, Generali needed to take it to the next level and industrialize production.

Solution

Avanade and Generali set up an operational center of excellence comprised of:

  • A team of business analysts in France, responsible for qualifying and monitoring processes
  • A development team based in Riga
  • A maintenance and expertise team in Paris

In order to automate its processes, Generali chose the UiPath solution. Approximately 30 processes have been automated, covering all sectors of the company's activity in non-addressable perimeters via traditional IT solutions (low volumes, multi-tool processes, business irritants, etc.). This project enabled:

  • Accelerated production of new robots
  • Improved production stability
  • Control of project and maintenance costs

Results

  • Faster processing of simple requests
  • Better attention to the business and day-to-day relationships with intermediaries and clients
  • More detailed view of the reality of the cases encountered

“RPA 主要使我们避免重新返回或管理某些任务,如文档合并、灾难分析或生成证书。通过与埃维诺合作,使我们可以迅速获得动力,并利用这些新技术信心满满地展望未来。”

Julien Fest Generali France RPA 协调员

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