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Case Study

Unum uses process automation to improve customer and employee engagement

  • Sought to reduce manual processes

  • Automated over half of most customer journey processes

  • Mitigated risk, reallocated resources, & 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

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

Unum’s processes – from outdated legacy systems to largely manual processes – were ripe for digital transformation. Implementing robotic process automation (RPA) promised a significant reduction in manual processes, making customer service more efficient and more effective.

The Solution

Unum used Pega Robotic Process AutomationTM to implement bots that mimic human interactions yet don’t need to be monitored. This has enabled Unum to simplify customer service, improve processes, and reduce costs.

Pega’s end-to-end automation capabilities reduced 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 processing for the brand’s 60 legacy systems.

The Results

Pega Robotic Process Automation 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 away from rote tasks
  • Reduce risk and ease 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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Challenge: Operational Excellence Challenge: Workforce Optimization Industry: Insurance Product Area: Robotic Process Automation