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AssistEdge RPA enabled efficient claims processing for a global logistics provider during the COVID-19 crisis

Read How A US-Based Logistics Company Ensured Business Continuity in the Wake of COVID-19 Pandemic

Our client is a US-based transportation and logistics company, operating in 30 countries across the world.

In the face of the global crisis, ‘work-from-home’ has become a reality, resulting in organizations across industry sectors adopting new business models and ways of working.

Challenge

Due to the COVID-19 pandemic, most customers were looking for a fast turnaround on insurance claims. Since most of the client’s staff were working remotely, there was a significant increase seen in processing backlogs, impacting the day-to-day operations and customer support service.

Claims raised for processing for one of our client’s largest customers were manually exported to the client’s customer portal/system. Managing the processing of claims requests was time-consuming and led to a large volume of backlogs, in turn affecting the productivity of the staff.

Our client was motivated to automate claims processing for one of their largest customers to ensure business continuity during the crisis as well as expediting the closure of claim payments.

Solution

The AssistEdge RPA bots helped:

  • Pick up claim requests from the client’s portals and exported it to their customer’s portal/system

  • Check if the claim was processed and marked them accordingly

  • Once claims were identified as ‘processed’ or ‘not processed,’ in their customer’s internal system, it was then updated in the client’s system

Outcome

The implementation of AssistEdge RPA bots:

Saved time, eliminating 100-125 hours of manual effort per month

Helped clear a backlog of 4,500 claims in just a few days. The current daily average of processed claims was – approx. 250

Improved productivity and helped in KPI achievement for quality metric

Eliminated manual effort involved in creating claims presentation sheets, attaching the sheet to One Network (TMS) and e-mailing of carriers

If you’d like to know more about how our solutions can help you tide-over COVID-19 crisis, you can request a meeting by filling in the form below.

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