Digital Transformation · Process Automation · Easy · 20-30 min

Automating Manual Back-Office Processes

Last updated 2026-07-29

What is this case about?

An insurer's back office processes claims and policy changes manually — slow, error-prone, and expensive, with 600 staff in operations. Leadership wants to automate using a mix of RPA, workflow tools, and AI document processing, targeting a 25% cost reduction. You're asked where to start and how to capture the savings.

Where strong candidates start

• Map the processes by volume, repetitiveness, and rule-based-ness to find automation candidates
• Match the tool to the task — RPA for rote rule-based steps, AI for document/unstructured work

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