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

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

Nintex

Technology Category	Analytics & Modeling - Robotic Process Automation (RPA)
Applicable Industries	Cement Finance & Insurance
Applicable Functions	Quality Assurance
Use Cases	Leasing Finance Automation Material Handling Automation
Services	Testing & Certification Training
Challenge	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. Read More
About Customer	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. Read More
Solution	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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Robotic Process Automation (RPA)

Applicable Industries

Cement

Finance & Insurance

Applicable Functions

Quality Assurance

Use Cases

Leasing Finance Automation

Material Handling Automation

Services

Testing & Certification

Training

Challenge

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.

About Customer

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.

Solution

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.

Impact #1	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.

Impact #1

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.

Benefit #1	15 Full-Time Equivalent (FTE) headcount time savings achieved through automation projects
Benefit #2	Time-saving equivalent to an eight-person reduction in FTE headcount achieved by automating insurance claims processing
Benefit #3	Monthly figures reported to management to provide data on the effectiveness of the automation program

Benefit #1

15 Full-Time Equivalent (FTE) headcount time savings achieved through automation projects

Benefit #2

Time-saving equivalent to an eight-person reduction in FTE headcount achieved by automating insurance claims processing

Benefit #3

Monthly figures reported to management to provide data on the effectiveness of the automation program

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Overview

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

Operational Impact

Quantitative Benefit