Australian Unity experienced increasing difficulty with customer onboarding due to staff manually processing National Screening Assessment Forms (NFAS), issued from a government portal and containing over 700 data fields. It took the 13-strong intake team 30 minutes per customer to manually re-key this data.
Innovior proved that Robotic Process Automation could be used to read the unstructured data and load the data into their customer management system. Intelligent Automation was implemented to digitise the process, incorporating machine learning for continuous process adaptation, with remarkable results.
97% Touch-free processing
8.5x Faster data processing – from 30 to 3.5 minutes
Free up five staff for value-adding activities
Increased data completeness with reporting ability Payback period less than 12 months