Highly regulated Insurance broker with over 150,000 customers in the UK. Brightside offer a white label insurance service tailored to the customers brand and specialise in car, van and sports insurance.
Challenges
- Document production was very manual, different letterheads & envelopes for each brand - very expensive
- 100% mail 10% email – duplication of cost, separate process and confusing to customer
- Inbound processing manual and time consuming –delays cause risk and unnecessary customer interactions
- Too many manual processes – unable to scale efficiently
- All initiatives require a 12 month ROI
Objectives
- Simplify and automate the outbound comms. process
- Migrate to a compliant digital solution
- Implement robotics to automate manual repetitive tasks
- Automate inbound capture, data extraction and organisation
Benefits – to date
- Single production process for all mail– reduce cost, improve experience
- Compliant and auditable proof of delivery, with next best action
- Robotics implemented on key manual processes –program to add new processes on an ongoing basis
- Return mail management – auditable, efficient process