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Case Study

Unum automates processes to improve customer experience and employee engagement

  • Sought to reduce manual processes to improve customer service

  • Automated more than half of most customer journey processes

  • Mitigated risk, reallocated resources, and significantly reduced transaction times

“In the past, it would take you a whole day to get access to the system. Today it takes an hour.”

Andy Shope Director of Operations, Unum

The Business Issue

As the industry leader in group and disability insurance for the past 33 years, Unum provides protection to millions of individuals in the United States. To keep up with evolving customer expectations and service delivery best practices in the insurance field, Unum was interested in automating its business processes.

Between outdated legacy systems and largely manual processes, Unum’s processes were ripe for digital transformation. Implementing robotic process automation promised the ability to significantly reduce manual processes to make customer service more efficient and more effective.

The Solution

Unum uses Pega’s robotic process automation software. Implementing bots that mimic human interactions, but are unmanned and unmonitored, has enabled Unum to simplify customer service, improve processes, and reduce costs.

Pega’s end-to-end automation capabilities reduce the number of mandatory steps in many processes, including completely removing review steps that previously checked for human error. Pega’s ability to easily work with legacy software helped Unum improve workflow and legacy system processing for their 60 legacy systems.

The Results

Pega Robotic Process AutomationTM helped Unum:

  • Automate 50-80% of steps in many customer journey processes
  • Significantly reduce transaction times from days to hours, and minutes to seconds
  • Reallocate time of multiple full-time resources from rote tasks
  • Reduce risk and eased compliance efforts by cutting out steps that generated high degrees of errors

Related Resources

  • Learn how Unum revitalizes customer service with automation.

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  • Industry: Insurance
  • Product Area: Robotic Process Automation
  • Challenge: Operational Excellence
  • Challenge: Workforce Optimization