ROBOYO X AOK NIEDERSACHSEN

Delivering next level customer experience in insurance

Jan 17, 2022 | < 1 min read
DELIVERING NEXT LEVEL CUSTOMER EXPERIENCE IN INSURANCE

Roboyo started and scaled AOK Niedersachsen’s automation journey, enabling it to out-pace customer expectation, out-perform competitors and grow market share.

AOK is Germany’s largest health insurance company with over 27m customers. As Germans can choose their health insurance provider, insurers are under increasing pressure to be more customer-centric, responding efficiently to customer applications, queries and claims, around the clock across multiple channels.

Impact

1.4 million euros in cost savings 1.4 million euros in cost savings

Our automation program delivered AOK annual cost savings of €1,4m, reaching time to value in just 4 months.

Year 1 ROI of 466% Year 1 ROI of 466%

We reduced verification to < 1 minute and delivered a year one ROI of 466%.

600 employees freed from repetitive tasks 600 employees freed from repetitive tasks

By automating processes with > 96% Optical Character Recognition rate, 600 AOK customer service employees have been freed from repetitive, robotic tasks each year.

01

CHALLENGE

A legacy system landscape meant that AOK dealt with a high volume of claims from its growing customer base in a decentralized and inefficient way.  

This, combined with increasing demand for its professional teeth cleaning product, a market differentiator for AOK, meant time-consuming manual processing was no longer viable. 

The challenge was how to identify and implement rapid and impactful automation. 

 

02

SOLUTION

Roboyo provided an end-to-end solution with time to value of just 4 months.

Roboyo consultants collaborated with AOK’s team to define a harmonized and approved process flow and rules, followed by providing detailed business cases that evaluated suitable technology setups and vendors. 

Roboyo then supported the customer to establish infrastructure, as well as develop and test the OCR and RPA solution. Our automation engineers then implemented the automations, before delivering continuous maintenance and support for the entire program. 

03

OUTCOME

Huge volumes of once manual transactions are automated. Customers now receive a quick and error-free service and 600 AOK employees are liberated from repetitive tasks.  

Using ABBYY Flexicapture and up to 8 unattended UiPath robots, AOK’s operations are significantly more efficient and agile, capable of responding to increasing customer demand with next level speed, scale and accuracy.  

These performance gains delivered a year 1 ROI of 466% and are forecasted to realize operational efficiencies worth 4,2m over the next 3 years. 

With Roboyo, we have a competent and reliable partner at our side. Together, we successfully implement demanding projects and integrate a high degree of efficiency and accuracy into our processes. Our people can spend time on more value-adding tasks as a result.

Annabell Siemonsen, Project Manager RPA, AOK 

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JOLT

IS NOW A PART OF ROBOYO

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In a continued effort to ensure we offer our customers the very best in knowledge and skills, Roboyo has acquired Jolt Advantage Group.

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AKOA

IS NOW PART OF ROBOYO

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In a continued effort to ensure we offer our customers the very best in knowledge and skills, Roboyo has acquired AKOA.

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