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Representatives of the specialist departments were therefore already involved in the evaluation and selection phase. After the decision for UiPath was made, the goal was to ensure the acceptance of the specialist departments for the broadest possible use of the bots. Initially, small RPA teams were formed in the specialist departments through information events, and then useful projects were sought.
Corinna Möcklinghoff, head of the RPA team in the Life division: "We worked with expert colleagues to find processes that are particularly unpopular, take up a lot of time or require many clicks but little real expertise. With our small RPA team in the department, we then automated these processes via RPA. The fast results and the great relief have inspired and ensured broad acceptance.”
Important to know: The RPA teams in the specialist departments of Gothaer Versicherung are rather loose groups. Only one part of their activity is bot programming. Carsten Langhammer explains with a smile: "RPA is not an exclusive topic for young, IT-savvy people. The range in our RPA teams extends from 19 up to 60 years. RPA thrives on trial and error as well as on close integration with the departments. After a short time, almost anyone can do this and everyone in the RPA teams can take on other tasks in the specialist departments.”
The decentralized RPA teams are supported by the central RPA Center of Competence. Three to five people work here. Important: These employees hardly program any bots themselves. Their main task is the connection, as well as to transfer know-how, to establish standards, to organize training and to support the RPA teams in the specialist departments. For this purpose for example, monthly RPA meetings are organized. "These meetings are not boring strategy meetings with lots of IT technical terms, but real working meetings. The RPA teams exchange best practices and provide each other with useful tips - for example, how to solve problems in the interaction of bots with data-bearing legacy systems. Over time, a kind of RPA community has developed. This prevents head monopolies with dependencies on individual experts," says Corinna Möcklinghoff.
"The great thing is that we can also very flexibly automate sub-processes or temporary actions - for example the distribution of data from Excel lists to several systems or smaller checks where data has to be retrieved from different systems. That doesn't sound great to outsiders, but in everyday life it is a huge relief from time wasters in the specialist departments".
The use of bots is also flexible. These can be started for individual processes and observed at work. Only when they are working properly they take processes from their own inboxes and process them completely in dark processing. If unforeseen events occur, the bot aborts processing and escalates to employees in the department. "This, too, has significantly increased acceptance. The majority of employees in the specialist departments now see the added value and actively participate in the selection and in the RPA projects," says Corinna Möcklinghoff.
The last important component of the successful implementation is the IT experts of Macros Reply. Carsten Langhammer: "Macros Reply plays an unusual role in our concept. As in other projects, they advised us on the choice of tools and supported us in setting up and tailoring the IT infrastructure and back-end. Less superficial and dominant, but at least as important is the role as enabler. For us, they are part of the CoC team and are not only familiar with the technical processes in an insurance company, but also with the procedures, methods and rules for RPA projects that we live by.
Departments can book Macros Reply resources on their own budgets for projects if they consider it appropriate. In this way, temporary bottlenecks can be overcome and projects can be accelerated. A kind of stand-by mode, which specifically does not create any dependencies on the service provider, but allows a rapid scaling if necessary.
Der Gothaer Konzern ist mit 4,4 Mrd. Euro Beitragseinnahmen und rund 4,3 Millionen versicherten Mitgliedern eines der größten deutschen Versicherungsunternehmen. Die Produktpalette erstreckt sich im Privat- und Unternehmerkundengeschäft über alle Versicherungssparten. Dabei setzt die Gothaer auf eine qualitativ hochwertige und vor allem persönliche Beratung der Kunden.
Macros Reply is an expert in digitalization and automation of business processes for insurance
companies and financial service providers. In order to meet their high standards, Macros Reply
develops flexible and configurable software for the core functionalities, enhanced with solutions from
selected, tested and long-term partners. Using innovative technologies such as Process Mining,
Robotic Process Automation (RPA) and Machine Learning, Macros Reply helps its customers in their
transformation into modern, fast acting companies: Relieve the processing from routine work and
support value-adding activities, with benefits for the customer in significantly reduced processing
times. Macros Reply also stands for: ECM, transaction processing & DMS, distribution rules, workflow
& process management, eFiles and ePostboxes, and archiving.