How Hexaware has Helped Clients Realize their Automation Goals using RPA Tools

Hexaware collaborates with UiPath to deploy robotic process automation (RPA) tools across various industries. As a result, Hexaware’s clients have been able to streamline their processes while saving time and lowering costs.

Hexaware is one of the fastest-growing global providers of IT, BPS and consulting services, with 33 global offices and more than 16,000 employees. Its customer base spans multiple industries, including healthcare, insurance, manufacturing, banking and financial services, travel and transportation, and professional services. Hexaware has more than 400 full-time employees (FTEs) working as developers, business analysts, consultants and machine learning experts within its robotic process automation/mmachine learning (RPA/ML) business.

Hexaware helps its clients solve complex business problems through an intelligent automation approach that focuses on the power of the digital workforce, leveraging artificial intelligence and machine learning algorithms. It caters to companies who are at different stages of their digital transformation journeys, right from those who are just getting started to those who have forayed into automation as well as to those who have already set up a center of excellence (CoE).

UiPath contributes to these engagements by providing the RPA software for Hexaware’s intelligent process automation offerings. UiPath’s solutions fit into global IT environments and integrate seamlessly across Citrix, SAP, and BPO systems.

Taking on business problems with Intelligent Automation

Companies across industries are increasingly turning to automation to improve process efficiencies, employee productivity, and cut redundancies and costs. Many understand the benefits of adopting a digital transformation for this purpose, but they may not know how and where to start.

UiPath and Hexaware are part of an early-bird partnership. The day we signed the contract, we decided it has to be a give-and-take. We come back as a service provider and give the pain points of customers to UiPath to help them develop their product. In return, when we talk to UiPath, we get to know about faster and better assessment tools. It’s win-win for both of us. I don't even think of it as a partnership; it’s more of a relationship that we are taking forward.

Pranav Rai • Vice President, Presales and Marketing, Hexaware BPS

One of the biggest challenges can be identifying processes that can be streamlined so that automation tools can be deployed. Hexaware specializes in offering automation both as a process and as a service, tailor-made to client needs. It offers end-to-end automation solutions spanning advisory, implementation, management, and support functionalities.

For clients looking to kickstart their automation journey, Hexaware provides an automation roadmap based on specific client requirements through an engagement model called Hexaware Intelligent Process Automation Services, or HiPAS.

• Hexaware uses its prioritization and assessment tool kits or process mining tools such as Minit, for process documentation and assessment. The output of these exercises includes determining future state process, return on investment, etc.

• Once these processes have been identified, Hexaware develops Robots as part of implementing the automation tools, and the UiPath Platform is used to deploy them.

• Hexaware also uses attended robots where needed and provides analytics based on the digital footprint created by the robots.

• For companies that are already using RPA, Hexaware assists them to improve efficiencies in robotic operations and to implement best practices.

The various artificial intelligence technologies used include robotic process automation, cognitive optical character recognition (OCR), machine learning, natural language processing, speech recognition, image analytics, etc.

A partner in the digital transformation journey

As a provider, Hexaware has incorporated various automation tools and services across different industries. Through its partnership with UiPath, Hexaware has been able to reduce costs as well as improve quality and consistency of the output.

I would definitely recommend UiPath as a platform of choice because of its ease of use and flexibility. Its ecosystem provides easy integration with AI tools, the cloud and various other synergies.

Yashpal Wala • General Manager, RPA and AI Consulting, Hexaware

Streamlining contract management for a pharmaceutical major

The challenge

Hexaware worked with a major Belgian pharmaceutical company to streamline its procurement processes through automation.

The pharmaceutical major has a presence in over 40 countries and a vital task for the company is to manage the thousands of contracts it gets from vendors in multiple regions. Key data fields from each of these contracts need to be identified, processed, and entered into the Ariba procurement management tool used by the company.

This process was done manually and since the contracts were in multiple languages and formats, it took a significant amount of time, resulting in a considerable backlog of contracts that needed to be entered into the system.

The pharmaceutical customer was keen to streamline the contract management process to improve employee productivity and optimize technology use.

The solution

Hexaware’s process transformation, and domain specialists studied the existing state of the contract management system and came up with a solution to extract critical information from unstructured, multilingual documents. The process used a combination of machine-based and manual interventions to process and enter the data from the contracts. The process started with standardization exercise on incoming e-mails to ensure seamless robot operations.

• A robot checks the incoming emails and then extracts scanned contract documents from emails.

• The robot then passes the documents to cognitive OCR which captures data from over 40 fields (of which 20 are mandatory). This cognitive OCR output is then shown to a human user for verification.

• This data is used by the robot to create a contract. It enters data into multiple screens into the procurement system, Ariba, thus finishing the transaction.

The result

This transformation cleared the backlog of contracts and enabled 100% closures in a day. It also resulted in a 71% reduction in the effort required to process contracts. Employees involved in the process were able to shift their time from contract creation to higher-value activities.

Automating creation and management of travel contracts

The challenge

One of the top five companies in the travel and hospitality sector in North America was looking to automate the creation and maintenance of contracts.

The client receives travel contracts either as physical papers or digital documents from various sources. One way is for users to go directly to the client company’s website to plan and book their travel. Another option is to book through smaller vendors with whom the client has further subcontracts. Details of these transactions need to be entered into the system manually to create and maintain contracts.

Due to the different sources through which deals were made, this was a labor-intensive task subject to many inaccuracies. In addition, various clauses related to discounts, individual sales targets, and bonuses need to be checked and incorporated into the system manually.

The client wanted parts of this process to be automated so as to save time, effort, and costs.

The solution

After studying the client’s processes, Hexaware implemented a solution using the UiPath Platform that helped significantly reduce the amount of time spent on contract management.

• First, the cognitive OCR tool would accurately extract the necessary fields (around 350) from the emailed documents

• With the help of a UiPath Robot, these extracted fields would be entered in SAP for creation of a contract.

• The robot would also check for different conditions that would help the client with processes such as calculating commissions and updating contracts.

The following Bots were created for this process using the UiPath Platform:

• Contract Creator Bot: this Bot helps create contracts in SAP. Contract creation involves validating information, changing default values as per the contract terms, and incentives, among others.

• Incentive Validation Bot: this Bot checks if the incentives booked in SAP are calculated correctly to help invoice generation for the customer.

• Contract Billing Bot: This Bot helps comprehensively review and maintain accounts monthly. This is to ensure that the configuration and charges are accurately defined for customer invoicing and incentive calculation.

The solution was complex, as the Bots had to create contracts based on typical business rules that would vary by type of contract and geography.

The result

With these automation tools, the client was able to reduce average contract handling time by around 50%.

The tools introduced greater consistency and accuracy in the entire operation. Automation also helped increase bandwidth for employees and the client was able to utilize them for its new business needs.

Policy maintenance for a European insurance provider

The challenge

The Belgian subsidiary of a top European insurer wanted to achieve automation in policy allocation.

The Belgian client operated across multiple regions, and hence documents received for policy creation were in different languages and formats. This lack of standardization resulted in the insurer’s employees spending a significant amount of time manually going through the individual documents to extract information they needed to create new policies or effect changes to existing ones.

The client wanted tools that would automate the onboarding process end-to-end. This included creating new policies and linking them to relevant group policies, calculating premiums based on compensation of the policy holder, and ensuring adherence to various regulations across the regions, including GDPR compliance.

The solution

Hexaware implemented RPA and Intelligent Automation solutions to the policy allocation process for complete automation. As part of the pilot, Hexaware conducted a detailed assessment of the client’s operations to identify processes that would benefit the most from automation.

The assessment highlighted seven processes to be chosen in the P&C business unit for automation. Cognitive OCR and UiPath RPA tools were used to automate these processes.

The highlights of the solution included:

• Image automation: A solution was built using surface (image) automation as all the business applications were hosted in the CITRIX environment.

• Nearshore deployment: the robots were deployed near-shore in Hexaware’s Amsterdam facility to ensure 100% compliance with GDPR policies.

Robots were deployed to automate the various processes across the P&C side of the business, such as Broker Mandates, Claims, Salary renewals, Budget Plan, Policy Terminations, In Service and Out Service.

The result

The client was able to reap the benefits of automation right from day one. The solution resulted in improved accuracy scores of over 95%, a reduction in effort of 65% for users, and 58% TCO savings.

A real testament to the effectiveness of this solution was that the client referred Hexaware’s services to a bigger player in the insurance space, highlighting the advantages from automating insurance policy maintenance. The other insurance giant also became a client.

Automating the delinquency and missing title process for a vehicle auction and financial services company

The challenge

Hexaware was able to aid automation of business processes for a leading financial institution in the US.

We chose UiPath because it is easy to use, easy to learn, and easy to implement. We are also able to use UiPath with other search systems. Thus, it provides a great ecosystem when it comes to the problems that we face at the time of implementation. The UiPath team is really great in terms of providing on-time support and we are really thankful that UiPath basically makes sure that our implementation is going really great.

Vikas Gupta • Assistant Vice President, Hexaware

A time-intensive task for this client was keeping track of people who had defaulted on their payments and those who missed sending Titles. Employees at the client company would have to use different systems to collate various details about the defaulters and follow up with them regarding payments and Missing Titles. Employees also had to send out reminder emails to the defaulters and analyze the responses they received.

In addition, they had to keep track of how many reminder emails were sent out if payments were not made even after two reminders, the case needed to be handed over to agents for manual intervention.

The solution

Hexaware implemented robots using UiPath to automate this process of fetching the data from the different systems to get details of the defaulters. The report, which was an input for checking the delinquency records, was highly unstructured. So Hexaware decided to integrate directly with the Oracle database and pulled the required records from the backend. This saved a lot of effort and time as all the business rules could be directly applied in the query.

The result

We’ve had a very good experience with UiPath as a partner and we would definitely recommend them for the implementation of RPA. In fact, we actually do give out recommendations to our customers regarding the use of UiPath for their automation needs.

Vikas Gupta • Assistant Vice President, Hexaware

With the help of UiPath Robots, the client achieved a 62% gain in average ending time for collecting payments from defaulters.

Hexaware’s digital offerings have helped clients achieve operational excellence and customer delight through a model of ‘Powering Man Machine Collaboration.’ As part of its own automation goals, the company aims to be the first IT services company in the world to have a 50% digital workforce.