Mindtree Helps Customers Achieve 100% Accuracy Using UiPath Enterprise RPA Platform

Being a leading technology consulting firm, Mindtree has been able to leverage the UiPath Platform to meet several of its customers’ needs. Customers have been able to achieve scalability and reliability within various processes regarding accuracy, efficiency, and turnaround times.

How the automation journey started at Mindtree

Sensing the global trend towards automation, Mindtree was one of the earlier companies to seize the opportunities in new digital technologies such as automation and robotic process automation (RPA). The company started RPA CoE to help customers cut down on manual and repetitive tasks, reduce costs, enhance process efficiencies, and improve employee productivity.

Automation is in the DNA of Mindtree and is an integral part of our vision. We always strive to build a scalable workforce, which is driven by a combination of the human mind and the machines. We adopt an automation-first approach aligned to our vision for delivering efficiencies in terms of costs, time and quality for all our internal and external customer engagements.

Gururaj Vijapur • Program Manager of Mindtree

Building a robust automation practice at Mindtree

Over the years, the automation practice at Mindtree has grown significantly and RPA is one of its key pillars. While the RPA center of excellence at Mindtree is more than five years old, its partnership with UiPath is over three years old and has evolved significantly over the years.

We have established highly capable RPA COE. We drive business process automation using leading RPA tools like UiPath and implement using industry best practices.

Aswin Kumar Sriram • Sr Technical Architect (Intelligent Process Automation) and Technical Consultant at Mindtree

Of late, Mindtree is also helping customers with intelligent document processing (IDP) and CoE set-up initiatives. The company has enhanced its portfolio to include offerings such as automation managed services, tool migration and version upgrades, dedicated maintenance, shared services maintenance, and health checks and audits.

Zeroing down on the right processes

To optimize the value of technology, processes need to be studied and streamlined before any decision to implement automation. After careful consideration, the right processes are identified so that customers derive the maximum benefits out of it. Though there are several processes which are ideal candidates for automation, customer centricity was adopted to make sure automation aligns with the customer’s strategy and road map.

Target processes generally vary from customer to customer and domain to domain. For example, in the insurance space, the automation hotspots are policy servicing & renewals, claims processing, quote generation, etc. These are a few of the major processes generally automated for insurance customers. However, for each and every customer, we also need to zero down according to customer’s automation program objectives.

Aswin Kumar Sriram • Sr Technical Architect (Intelligent Process Automation) and Technical Consultant at Mindtree

Adopting a holistic approach to implementing RPA projects, Mindtree has developed its own IPs, frameworks, tools, and reusable bots. Mindtree uses them comprehensively during process discovery, assessment, reengineering, design, and implementation of RPA solutions.

Automation categories

Broadly segmented, Mindtree undertakes automation under different categories. The first is business process automation, which is predominantly related to Banking, Insurance, Travel and Transportation, Retail, Manufacturing and enterprise operations like Finance and HR. The second category includes IT processes, as the company provides managed services to several of its customer organizations. Irrespective of the category, customer centricity forms the core of Mindtree’s customer approach.

Our focus is always on how we can enrich customers through automation and empower employees/ workforce. It is not always about profits.

Gururaj Vijapur • Program Manager of Mindtree

Justifying the ROI behind automation implementation

Mindtree also supports its customers in developing a business value proposition for RPA projects. It has developed a set of metrics, which help build a compelling business case. This makes ROI assessment easier for both pre and post implementation. The metrics are grouped as process metrics, automation management KPIs, automation optimization KPIs, and CoE KPIs. These metrics are defined during the initial stages and later evaluated post-automation implementation.

What can’t be measured that can’t be improved, one of the key elements because of which most RPA projects failed is undefined success KPI’s. Mindtree brings a key focus on elements which typically makes an RPA program unsuccessful and make sure customer has a clear picture in place on what they are going to get out of an RPA program and also help them to realize the benefits by long term outcome-based partnership.

Abhishek Mallik • General Manager, Business Process Automation of Mindtree

Two joint use-case deep dives

A leading Australian insurance company, which offers motor, home and landlord insurance covers through various brands/retail partners, wanted to cut down on a particularly laborious task. Its claims operations team used to process around 100-250 records per day. This involved checking claims history and bankruptcy information from a third party system, among other checks. The manually intensive task required a great deal of effort for completing the preliminary claims assessment. The process used to hit roadblocks if key staff members were missing from action. Mindtree used its RAPID methodology to automate the highly repetitive and manually intensive process. The implementation was a resounding success. There were several benefits accrued for the customer. The processing time reduced to 75%, with at least 70 work hours of savings per month. There was 95% reduction in manual efforts. The project ensured 100% consistency and repeatability as far as the quality of processing the requests is concerned.

The second joint use case was with a large humanitarian organization serving communities in the USA and globally. The major challenge was that the cycle time to acknowledge online donations received by the client was pretty long. Donors often ask for adjustments/corrections to the donation details. The request used to be received by the customer care team. However, due to the limitation of resources, there was a huge backlog of pending adjustments. This often results in customer dissatisfaction. Mindtree implemented an automated solution for online donation processing and adjustments. The company developed an RPA tool to extract daily online donations from payment gateway system and update the confirmed donations into the client’s ERP product. Donation adjustments received on an email were processed by the tool, which read the request, understood the type of adjustment, and reversed the current entries in the donation system and created new entries, as required. This helped the client save about 2.5 FTEs worth of annual effort. Moreover, donations processed and acknowledged within a small turnaround time led to an increase in donor satisfaction and an 80% reduction in manual efforts.