Boopathy Rajendran is the Senior Vice President of Delivery and Services at Vuram. With about 26 years of experience in the IT industry, Boopathy has established and run large Hyperautomation practices globally. He has 25+ years of experience setting and running regions, sales, global delivery teams, and practice management, focusing on the Digital Process Automation space.
As technologies evolve, businesses explore more ways to provide a better customer experience improving satisfaction and delight. Leveraging the power of automation technologies is one way to enhance customer satisfaction by improving operational efficiency and expertise. Implementing automation simplifies communication between the business and its customers ensuring high-quality services in a time-bound manner without interruptions elevating the customer experience. Functions such as self-service to give more control to the users, proactive messaging for efficient communication, and simulated conversations about staying connected around the clock directly impact the customer experience.
To build a successful and resilient business in the modern digital landscape, organizations must shift their perspective towards building a solid customer experience (CX). A great customer experience is a critical catalyst that brings opportunities to foster lasting relationships and growth. Enterprises are making efforts to maximize customer satisfaction as a crucial differentiator by improving CX. The prerequisites are speed, convenience, and consistency to minimize friction and maximize process efficiency.
Besides elevating customer satisfaction, adopting hyperautomation technology speeds up digital transformation to substantially improve productivity by automating mundane and repetitive tasks around the clock without further investments in the infrastructure. Also, this process frees up humans to focus on areas that require empathy, critical thinking, and creative approaches.
Hyperautomation integrates Intelligent Automation, Robotic Process Automation (RPA), Machine Learning (ML), Artificial Intelligence (AI), Business Process Management (BPA), and analytical tools to reimagine enterprise-wide business processes. The results? It radically changes the way organizations work and orchestrates a strategic digital transformation across the industry.
In the insurance industry, legacy systems, fragmented ecosystems, and manual processes limit insurers and negatively impact customer satisfaction. Implementation of hyperautomation resulted in efficiently automating entire operations and business workflows to perform large-scale tasks around the clock, significantly improving the speed at which services are delivered at the highest levels of accuracy, applying new capabilities to old issues.
An area that benefitted the most was when insurers had to process substantial and complex data streams by navigating through manual processing. Hyperautomation combines intelligent technologies across disparate claim management methods and implements cognitive workflows. Processes including documentation and verifications that were time-consuming and error-prone were streamlined to offer a great customer experience while increasing the productivity in the business frontier.
For instance, Vuram’s Rapid Claims, the hassle-free claims processing and settlement solution manages challenging property insurance claims and delivers faster customer service. Automation enables detection of fraudulent claims and errors, verifying data against multiple systems eliminating human error and high costs ensuring productivity. The end-to-end agile claims management system improves productivity through seamless integration, document management, report generation managing numerous claims on a single platform with enhanced transparency. From assessing coverage, routing initial claims, assessing damage, obtaining approvals, and providing dispute resolution, implementing technology deftly handles the end-to-end workflow with excellent efficiency and accuracy. These observations are further bolstered by an essential piece of recent research by KPMG, where the firm reports that 41 percent of organizations focus on increasing efficiency by automating manual processes like claims processing.1
Technologies including low-code and RPA provide the organization with reimaging processes from time to time giving business the flexibility and speed to address changing market conditions and client requirements.
As new challenges continue to impact business operations and the economy, harnessing the advantages of automation technologies is crucial to ensure efficiency and sustainability, developing a more robust support system for business continuity, enhanced productivity, and improved customer satisfaction. Adopting components of process automation, integrating tools and technologies will develop highly focused solutions to tackle complex workloads efficiently, bringing a significant shift in how businesses operate, supporting their employees, and serving customers