Background

A few years ago, a European startup specializing in IT services in the transport and logistics industries approached IBA Group to develop a  logistics system consisting of many components, including support for logistics operations, control over their execution, and background data.

The startup’s main task was to upgrade the existing inconvenient user part, making it more flexible and adaptable to future changes.

Challenges

The first challenge was the lack of staff to satisfactorily complete the task for the end client. Assembling the team alone would take too much time, considering it could be better spent on performance. It was agreed that forfeiting time could put the project at risk and lead to the loss of a promising customer.

Other challenges included the lack of precise initial requirements and the absence of a detailed solution description. Without the project’s final architecture, it wasn’t clear what the final solution would be for the end client.

Key Objectives

The main goal was to develop a new logistics system, which would cover about twenty different processes, depending on the particular business procedure. This entailed the need to optimize and unify business processes.

The complexity of the task for the IBA Group team was that the system had to be developed almost from scratch, relying only on a general description of the end customer’s business processes. What the system would look like and how it should work became the team’s task.

IBA Group’s Assistance

The deadlines were tight, which is why the startup made a great choice in hiring IBA Group as their ready-made team. Valuable time was saved as there was no need to conduct interviews with individual candidates; the main issues were discussed with the delivery manager from IBA Group’s side, who, in turn, selected the right team for the startup needs.

The IBA Group team consisted of a Scrum Master/Business Analyst, backend and frontend developers, and QA engineers. IBA Group developed the design jointly with the customer and used the proprietary ICDC cloud throughout the process.

The IBA Group team carried out a complete development cycle — from business analysis to DevOps and testing. Currently, IBA Group continues to cooperate with this startup on other projects.

Solution Highlights

First, the IBA Group team defined the scope, that is what the system modules should include and how to approach the problem of business unification. There was also a simultaneous implementation and formalization of requirements directly to the software.

The IBA Group team used Scrum processes to be flexible to constant change, given the uncertainty about what the final solution would look like.

The interaction of the IBA team with the client was based on the following two components:

1. Sprint planning, so that the client would understand what to expect in two weeks
2. Feedback from each sprint. If necessary, the IBA Group team corrected their actions. During the sprint, the Scrum Master handled the interaction with the client.

The progress of the tasks and the uniformity of their implementation displayed in the burndown chart indicated team’s constant improvement from sprint to sprint. Regularly, once a week, the team worked on their backlog and held retrospectives at the end of each sprint.

Key Results

1. A newly-developed system, which the client successfully implemented for its customer. A startup couldn’t have completed such a large-scale task on their own
2. Optimization of the end customer’s logistics business processes
3. Smooth and effective interaction with the client thanks to Scrum

About IBA Group’s Startup Assistance Service

IBA Group’s Startup Assistance Service was created to assist you in growing your own startup as quickly and easily as possible with a great pool of experienced professionals. With the help of the IBA Group Startup Assistance Service, you’ll get:

• Comfortable collaboration between the outsourcer and the internal team
• Fast communication and decision-making
• Synergy in the team when the outsourcer participates in the same way as internal employees in your work
• The proactivity of outsourcing teams within a startup – so that they participate in discussions and recommend what needs to be done, and not just execute
• Long-term relationships with an outsourcing company (starting small and growing and expanding)
• Your project implemented exactly on time and within the agreed budget

We’ll also assist you in developing your business idea, writing a business plan, identifying a profitable market, and determining a clear path to success. IBA Group is a one-stop resource for all of your business assistance needs. Business development managers (BDMs) are assigned and act as the point of contact for your startup, coordinating all state services to ensure your success, leading to higher revenue.

A leading insurance company approached IBA Group. Their company offers many types of risk protection, including medical, auto, cargo, mortgage/homeowner’s insurance, and property protection coverage. The Europe-based insurer was hoping to optimize its processing of client requests.

We helped them find a solution that would streamline their procedures  and automate client request processing, reduce their error rate, and cut down on client request processing time. 

Our solution used Camunda platform and EasyRPA to optimize client request processing, significantly reducing the error rates and processing times.

CLIENT

A leading insurance company that offers a plethora of services, including medical, car, cargo, mortgage, and property protection insurance

INDUSTRY

Insurance

LOCATION

Europe (DACH region)

Goal

Develop and implement a client request processing solution aimed to streamline and automate client request processing, enhancing its efficiency and accuracy, thereby strengthening the company’s competitive position in the insurance market.

Background

The insurance company was grappling with inefficient client request processing that averaged 7-8 hours and was often riddled with manual data entry errors. Data discrepancies led to inaccuracies in customer information and the subsequent provision of erroneous insurance offers. In a market saturated with competition, this posed significant challenges, deterring potential clients.

Challenges

• Long processing time for client requests
• Frequent data entry errors leading to incorrect insurance offers
• Loss of potential clients, weakening the company’s market position

Key Objectives

• Streamline and automate client request processing
• Minimize manual intervention
• Ensure data accuracy

Project Team

• Delivery Manager
• Camunda Consultant
• Business Analyst
• Camunda/Java Developer
• AI Developer
• Data Analyst
• QA Engineer

Project Duration

Three months

Solution: Project Stages and Implementation

Like many of our projects, we took the discovery and implementation process through several steps to ensure that IBA Group and the insurance company were on the same page.

Initial Analysis: IBA Group conducted a detailed review of the existing business processes at the insurance company so we could fully understand the functionality.

Bottleneck Identification: In a follow-up to the initial analysis, IBA Group identified the weak points in the processes and systems that were causing the slowdowns and delays in the client request processing.

Core Issues Analysis: The project team also analyzed the issues that arose from manual data entry errors and led to the issuance of unattractive offers to clients.

Technical Solution Selection: The project team based on the identified bottlenecks and re-issuance concerns selected  Camunda to orchestrate all process activities and RPA to substitute manual tasks.  

Automation using  EasyRPA with AI module: 3 robots were implemented that has significantly expedited and enhanced the customer request processing procedure. They automatically processed the data, recognized, classified and generated the necessary documents in the system.

Process automation using Camunda: the team has created a new process using Camunda which orchestrates the work between humans, robots and other customer systems in an efficient way. 

Integration with CRM: Camunda automatically transfers client data to CRM, where the new client is created or client data is verified. This has significantly reduced the risk of errors.

Integration with other client systems: Camunda calls existing quotes calculation module and module to create client documents. This reduced the client documents preparation and excluded human intervention.

Approval and notification steps: Camunda creates tasks for the managers in the tasklist for final  quota approval and sends notification to the client about the decision on quota of insurance upon final approval.

Training and Demonstration: IBA Group conducted a workshop for the company following the implementation with a demo of the new application.

Solution Highlights

Ultimately, the solution met the needs of the client and was a successful choice. There were several highlights within the solution that IBA Group implemented: 

Process automation with Camunda: Camunda allows process automation and different tasks orchestration reducing quotes preparation time and the level of the human intervention.

Integration: Wide range of Camunda connectors and APIs facilitate seamless integration between different systems. As a result, client data was synchronized with the CRM system, and EasyRPA robots are incorporated into the process without need of human intervention.

EasyRPA Automation: Incorporating three robotic processes improved and accelerated the client request processing mechanism. The deployed robots  using the AI module streamlined data processing with automatic data recognition, classification, and document generation capabilities.

Process Conclusion: The entire process is complete once all stages are successfully executed and the client is duly informed about the outcome.

Benefits for the Customer

The solution presented several outstanding benefits for the insurance company, which they were able to experience right away. 

• Faster application processing
• Personalized and appealing insurance quotes for customers
• Streamlined process with fewer forms to fill out and a hassle-free user experience

Results & Metrics

The measurable results of the project implementation speak for themselves. The Insurance company was extremely satisfied with the results, which included:

• The average processing time for an insurance application was slashed from several hours to just 20-30 minutes

• The implementation led to a 12% increase in signed insurance policies

• A whopping 87% of documents are now accurately recognized and classified

• The error rate plummeted by 80% because of automated data transfer

By focusing our solution on customer-centricity and integrating state-of-the-art technologies like Camunda and RPA, we were able to boost the profile of the insurance company. The company is now positioned as a premier choice in the market, with a reputation for providing swift and accurate service.

Lessons Learned in this Project

One of the best parts of any successful implementation is the ability to learn. We can often use similar solutions to assist customers in the future. Based on IBA Group’s research and experience from this project, we offer the following conclusions and recommendations for clients encountering comparable challenges.

Focus on Customer-Centric Solutions: Today’s clients value their time. Companies must immerse themselves in the customer’s perspective and ensure they provide services tailored to the needs of their target audience.

Quick Response to Inquiries: Clients expect speed and responsiveness. Potential customers want prompt answers to their questions. Aim to reduce waiting and processing times to meet clients’ desire for immediate feedback.

Business Process Automation: Leverage contemporary IT solutions and tools to automate business processes. Platforms like Camunda notably improve request processing efficiency and minimize errors.

Integration with EasyRPA: Robotic Process Automation (RPA) can dramatically lessen manual tasks and boost data processing precision. Think about weaving EasyRPA into your operational processes—how can automation help streamline your procedures?

Stay Up with the Latest Technologies: The service market is intensely competitive. Firms that keep pace with evolving trends and harness cutting-edge technologies position themselves at the forefront. Prioritize innovation to hold onto your market edge. 

Staff Training: Ensure your team has the training, skills, and knowledge to navigate modern tech and automation systems.

Monitor Feedback: Regularly collecting client and staff feedback is crucial for refining business processes and tools.

In today’s dynamic insurance landscape, the emphasis is on swift, tailored services and integrating the latest technological advancements. To keep pace and stay competitive, it’s essential to prioritize customer-centric solutions, embrace automation, and continuously update staff skills and company systems. 

At IBA Group, we have successfully navigated these challenges and are ready to guide you through your next transformation. Let’s work together to shape a future that benefits both your business and your clients. 

Overview

Different company departments of our client used many different applications to solve similar problems. The customer, a global IT provider, required a solution that could serve the needs of the entire enterprise.

Challenge / Task

Develop a scalable solution that unifies different corporate systems and collects data from 30 different data sources.

Project Tasks

• Migration of legacy systems to a modern platform
• Development of a unified solution

Solution

In cooperation with the customer, IBA Group developed a web-based information system that collects data about contracts and projects from various enterprise sources. IBA Group consolidated data, workflows, and reports in a single application. As a result, it became possible to integrate contract and account management into a Customer Management Application.

The solution provides customer’s project managers and partners with a key entry point to manage and control project information as regards financial data (planning, reconciliation, and forecasting), non-financial project evaluations, and integration with backend systems.

Technically, the integrated solution runs on a cluster of three web servers connected to three DB2 servers.

Disaster recovery:

In the event of failure, the application can switch operation to another application deployed in a different cloud region.

Project Results

The newly developed solution is a modern and scalable JEE application that interacts with 30 different data sources. To date, the solution serves more than 30,000 users worldwide.

The client achieved a many-fold cost reduction in maintenance costs because multiple applications were replaced with one solution that functions across all divisions and branches of our customer.

CLIENT

Large-scale European IT company

GOAL

Optimize the employee onboarding process, enhancing efficiency and employee satisfaction.

BACKGROUND

The client faced onboarding challenges heightened by the COVID-19 pandemic. They needed an efficient remote solution to integrate new hires effectively.

Challenges

• Difficulties in implementing business processes that required physical presence of employees during the COVID-19 pandemic
• Need to transform business processes maintaining the compliance standards

Project Team

• Delivery Manager
• Camunda Expert/Consultant
• Business Analyst
• Camunda/Java lead Developer
• AI Developer
• Data Analyst

Project Duration

Four months

Implementation Stages

• Process Analysis: Identified automation areas in the current onboarding process
• Automation Identification: Pinpointed key components for automation
• Pandemic Impact Assessment: Analyzed COVID-19 challenges affecting HR interactions
• Technical Solution Selection: Chose Camunda for workflow, EasyRPA for automation, and AI for document handling
• New Process Design: Developed a coordinated onboarding process with Camunda
• EasyRPA Implementation: Automated profile and document processing
• HR System Integration: Ensured data accuracy and minimized errors
• Task Automation: Streamlined HR and employee tasks
• Notification System: Set up process stage alerts for stakeholders

Benefits for the Customer

• Streamlined onboarding
• Enhanced reputation
• Improved employee satisfaction
• Increased efficiency

Results

• Reduced onboarding time from several days to just 4 hours
• Higher Employee Net Promoter Score (eNPS): 8% increase
• High process accuracy: 67% reduction in error-caused document reruns
• Improved document recognition: 85% accuracy rate
• Enhanced company reputation through rapid adaptation and workflow improvement

Lessons Learned

• Embrace adaptability and rapid change management
• Leverage advanced automation technologies and solutions to increase quality and minimize errors
• Monitor ongoing feedback to refine processes
• Provide employee training for tech proficiency and seamless integration into business processes
• Ensure that every change you implement improves customer experience and enhances employee satisfaction