BrickStreet Insurance and Motorists Insurance Group recently merged to become Encova. This company is dedicated to creating a much stronger future by combining insights from decades of experience in the insurance industry and expanding product offerings. The primary goal is to offer a high quality of life for customers and agents through innovation and collaboration.
Encova is located in Columbus, Ohio, as it includes ten affiliated companies, such as insurance brokerage, property and casualty insurance, and life insurance. Over 4,000 independent agents work for the company in a twenty-one-state area.
Encova strives to always improve customer and agent experience by automating various customer retention efforts. Some agents were skeptical about robotic process automation (RPA) but soon realized that a lot of time was saved by not needing to perform tedious tasks.
The goal of digital transformation is to do more with less while also enhancing the workplace experience for each employee. Finding a solution that eliminates mundane tasks, reduces paperwork, and minimizes the wait time for data transfers was a top priority.
RPA technology was an excellent fit for Encova due to its numerous benefits in the workplace.
How RPA Improved the Customer Experience for Encova
Employees initially were taking turns working half-day shifts to look through customer files and accounts at risk of canceling their policies. UiPath played a crucial role in automating these tasks, as a single robot pulled data from multiple websites and emailed agents with specific actions for retaining at-risk clients.
Human agents were skeptical about using a robot, but they soon realized that the robot saved them from performing tedious customer retention tasks that took at least half of the workday. Employees soon embraced the use of the robot due to its significant time-saving benefits.
Encova remains pleased with the result of using RPA to streamline employee tasks, as the company is already thinking about its next project to expand on-demand services with the help of intelligent automation services in the workplace.