Nintex Case Studies MISL Limited's Digital Transformation: Automation for Efficiency and Time Savings
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MISL Limited's Digital Transformation: Automation for Efficiency and Time Savings

Nintex
Analytics & Modeling - Robotic Process Automation (RPA)
Cement
Finance & Insurance
Quality Assurance
Leasing Finance Automation
Material Handling Automation
Testing & Certification
Training
MISL Limited, a UK-based insurance company, embarked on a digital transformation project to support multiple brands under a shared service model. The project began with a focus on enhancing the web experience for customers of a single brand. However, as the website was being prepared for launch, it became clear that extensive manual testing was required to ensure its readiness. This process was time-consuming, with some teams spending three days on testing and two days on project closure. The manual processes were also concentrated among a few staff members, posing a potential risk to the business. MISL was already using Nintex RPA for claims processing, and it was identified as a potential tool for automating the testing process.
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MISL Limited is a UK-based insurance company with over three million customers. The company offers car, home, and life insurance products through partnerships with several UK financial service providers, as well as its own brands - Budget Insurance, Dial Direct, and Jaunt. MISL operates under a shared service model, allowing it to provide customers with an experience tailored to the brand of their insurance product from a single contact center. The company embarked on a digital transformation project to support its multiple brands, starting with the enhancement of the web experience for customers of a single brand.
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MISL conducted a proof of concept (POC) to determine if Nintex RPA could meet the test team's requirements. The POC was successful, leading to the wider use of Nintex RPA across MISL. An automation community and an automation Center of Excellence (COE) were established to support multiple projects and enable teams across the business to build and manage their own automation projects. The COE team is moving towards a citizen developer model, with the goal of helping teams upskill their automation capabilities. Teams are provided with coaching and mentoring to guide them through the onboarding and adoption of automation for their business requirements. Once proficient, they are moved to a support and upgrade model. The automation team manages requests for support, and a continuous feedback loop is in place to identify failure points and provide assistance.
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The establishment of an automation community and an automation Center of Excellence has transformed MISL's operations. Individual teams across the business can now build and maintain their own automation projects, reducing reliance on a few staff members and mitigating potential business risks. The automation projects have also freed up employees to work on higher-value projects. The long-term goal of the automation COE is to enable teams to self-service their automation requirements and build and troubleshoot their own automation activity. This will contribute to the value, ease, and confidence of MISL’s customers, enhancing their overall experience.
15 Full-Time Equivalent (FTE) headcount time savings achieved through automation projects
Time-saving equivalent to an eight-person reduction in FTE headcount achieved by automating insurance claims processing
Monthly figures reported to management to provide data on the effectiveness of the automation program
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