Brightside Group has partnered with Data Capture Solutions to introduce robotics for the first time into its back office.

DCS helped identify the most suitable parts of the operation for Robotic Process Automation (RPA), like compiling document packs where the insurance documents are coming from third parties portals, reconciling invoices and posting credits received from debt cases. There are plans to extend robotics to processes including management of debt write offs and the automation of cancellations due to missed payments.

David Holloway, Brightside’s transformation director, said: “We have implemented digital marketing and sales at the front end, but now we are using robotics to deliver back office activities such as documentation, printing and despatch.”

The firm has already found that robotics has reduced both cost and error rates, and by taking out the human variable, responses times have improved.
Holloway suggested that while robotics is not new to financial services, many life and pensions businesses have largely failed to make use of the technology.

“Automating debt write-offs is, frankly, not sexy stuff, and most digital investment focuses on new business and digital sales,” he stated, adding that the firm’s underlying principle is to use robotics where the task is repeatable and the agent is adding little value leaving humans to work on the more unusual or difficult scenarios where they can add value.

“Brightside is not going to be manned solely by robots any time soon, though we fully expect to report a better customer experience.”

Share Story: