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Case Study

Dynamic scheduling optimizes virtual workforce utilization and achieves SLAs

Home » Resources » Case Studies » Dynamic scheduling optimizes virtual workforce utilization and achieves SLAs

Industry

,

Function

Topic

Results

Speed

SLA's and comfortably met or beaten

30%

30% improvement in bot utilization

EX

Greater business user satisfaction

Company Profile

Major North American religious-affinity fraternal benefit society, provides life insurance, annuities, long-term care, and disability income exclusively to its members and their families through a captive agent force. Tens of billions in life insurance in force, top-tier A.M. Best ‘Superior’ rating, and recognized for industry-leading ethics. Members contribute hundreds of millions annually to charitable causes.

Challenge

Insurer has many automations able to handle a variety of situations, running on a schedule set by business users. Due to workload variations and at various times during the day, some virtual workers were overextended and while others were idle. COE needed to continually adjust processing schedules or purchase more digital workers in order to meet SLAs. Management sought to automate the rebalancing of virtual worker assignments to reduce need for manual adjustments and increase utilization of existing robots.

Solution

The dynamic scheduling solution assigns virtual workers when there is work to be processed across any of their automations. Business leadership sets relative priority among the types of cases to ensure that critical work is processed first. As new cases are saved in the case management system, the scheduling solution creates an RPA work item and allocates digital workers able to run the right automation. SLAs are met/beaten while bot utilization is increased avoiding additional license purchases.

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