Mr. Chotiphat Bijananda, Chairman of the Executive Board, Thai Group Holdings Public Company Limited, announced that Thai Group Holdings is honored to receive an award from the Asian Technology Excellence Awards 2023. The award is a testament to the efficiency of using Robotic Process Automation and Workflow Automation to support business growth. Also, these technologies support the 5 business operations strategies in the next three years, including, Healthy Growth, Customer Experience, Productivity Improvement, Digital Transformation, and Human Capital Development. The company has a goal of bringing digital technology capabilities to further develop products, reduce redundant work processes, and increase efficiency for customers to receive more convenient services. By this success, it will be a driving force in creating services that are consistent with the changing behavior of customers, then allowing Thai people to fully enter the world of insurance and digital finance in the future.
Dr. Lisa Patvivatsiri, Group Chief Operating Officer, Thai Group Holdings Public Company Limited, said the company has utilized Robotic Process Automation (RPA) and Workflow Automation technology in the multiple of operations processes across the enterprise that has resulted in over 1.5 million transactions being paperless and over 5,000 man-hour savings. The bottom-up automation approach with a well logical mechanism of process assessment and selection was utilized to accelerate change management. One of the new solutions aimed to implement a single system to maintain all customer processes and interactions in one place: i-CEM. i-CEM automates the end-to-end case management process for both claim processing and policy administration calls across voice and non-voice channels.
For claim processing, the robot has automated the process from one system to the others and integrated information to i-CEM. For policy administration, i-CEM has automatically sent notification to the related back-end team to respond to the customer inquiry. The case status has been recorded and tracked over the channels and over 500,000 transactions in the past 12 months for these types of calls, which have been automated by i-CEM with significant reduction in the turnaround time. To support the aggressive growth of business in next three years whilst minimizing business risks, we have adopted the automation technology, which is vital to our business strategy and supports our business directions.
Asian Technology Excellence Awards honours the most outstanding technological projects and innovations, and recognizes exceptional companies that are riding the digital disruption wave to lead the digital transformation journeys in their respective industries.
Source: Thai Group Holdings