ESTABLISHING A ROBOTIC AUTOMATION CENTER OF EXCELLENCE TO SUPPORT ONGOING WORKFORCE & BUSINESS OPTIMIZATION

WORKFORCE OPTIMIZATION ROBOTIC AUTOMATION

DIGITAL INTELLIGENCE

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CASE STUDY

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ESTABLISHING A ROBOTIC AUTOMATION CENTER OF EXCELLENCE TO SUPPORT ONGOING WORKFORCE & BUSINESS OPTIMIZATION

The Challenge: Optimize Human Capital and Transform BusinessWhen one of the oldest and largest life and annuities (L&A) insurance

companies in the U.S. began hearing from their employees that

repetitive, manual tasks were taxing their ability to nurture long-term

human relationships, robotic process automation (RPA) entered the

discussions – and so did EXL.

Context: Demonstrate a Long-Range RPA CapabilityWithout any expertise, tools, templates or frameworks currently

in place, the client relied on EXL to:

1. Equip and enable an internal RPA CoE, leveraging our deep understanding of industry best practices and RPA application expertise.

2. Identify and generate heat map of RPA opportunities to immediately impact outcomes.

3. Minimize manual processes, reduce human errors and ensure seamless RPA integration within multiple disparate applications

Orchestration: Transform the Business One BOT at a TimeThe engagement launched in January 2018, beginning with the

establishment of an RPA Office/CoE (Center of Excellence). EXL brought

deep domain knowledge, EXL’s proprietary BOTs and methodologies

and a transformational toolkit equipped with RPA utilities modeled

specifically for the client’s internal operations.

As the pilot programs unfolded, many processes were re-engineered

to optimize the full benefits of RPA. EXL’s best practices and standards

helped to improve solutions throughout the development phase.

Modules were designed and demonstrated for feedback from user

groups, who participated in extensive user acceptance testing (UAT) to

ensure functional efficacy.

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ESTABLISHING A ROBOTIC AUTOMATION CENTER OF EXCELLENCE TO SUPPORT ONGOING WORKFORCE & BUSINESS OPTIMIZATION

EXL (NASDAQ: EXLS) is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve their revenue growth and profitability. Our delivery model provides market-leading business outcomes using EXL’s proprietary Business EXLerator Framework®, cutting-edge analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. Headquartered in New York, New York, EXL has more than 27,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), South America, Australia and South Africa.

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To find out more about how EXL uses Digital Intelligence to help companies transform, visit www.exlservice.com.

Client Challenge

• Re-engineer and optimize the F&A processes.

• Refocus human capital on strategic activities and customer relationship-building.

• Position the firm for ongoing process improvement.

Context

• Establish an RPA CoE suited for ongoing innovation.

• Identify and address immediate areas for improvement and apply RPA to the task.

• Minimize manual processes to reduce human error and dependencies.

Orchestration

• Staff and equip a functional RPA CoE with client-specific talent, tools and base infrastructure.

• Develop RPA solutions to address specific F&A functions and test efficacy.

• Fine-tune initial solutions and set RPA CoE to a steady state for ongoing production.

Outcomes

• Established RPA CoE and equipped it a with broad base of reusable generic utilities.

• Compressed workflows from hours to minutes in many cases.

• Demonstrated significant time savings for accelerated throughput and lower cost.

• Integrated CyberArk Application Identity Manager with Blue Prism, ensuring Privileged Account and Information Security with the BOTs

• Scalability to support organizational growth and increased transactional volumes.

• Improved customer experience.

• Happier employees with increased productivity through optimized processes.

• Faster turn-around time.

SOLUTION SUMMARY

Outcomes: Automation Achieved, Efficiency DeliveredThe first series of BOTs proved the long-range value of the program to our client. The resulting optimizations and automation in the processes

consistently translated into significant cost savings overall.

With a battle-tested RPA CoE in place, the organization now has a storehouse of reusable code in the hands of experienced professionals ready to

expand the effort into all areas of the company. Most notably, the early implementations, completed in October 2018, showed:

• Cumulative savings of ~$2MM projected over five years from 4 Bots• 88 percent reduction in average handling time• ~70 percent reusable code from automated scripts

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