Automation is a process that can be intimidating to employees for a variety of reasons, from fears around job security to reluctance to adopt new business practices. A key element of process excellence teams is encouraging an atmosphere of security and collaboration through company culture. Here, Dr. Anand Kulkarni, Director of Process Automation at Elsevier, meets with Arpita Saha, Head of Business Process Automation at MaxLife Insurance, to discuss the challenges of change management and share how they have approached this delicate issue, ensuring a company culture open to automation. 

• Change starts at the top – setting the right expectations of automation program with senior leadership
• Positioning automation program as a strategic initiative rather than a short term cost reduction project
• Using communication plans to increase employee change readiness

MaxLife Insurance has moved quickly to digitise operations, improving customer service, cutting costs, and optimising processes. MaxLife currently offers robotic self-service for payouts and claims management, giving customers more control over their accounts. The company has recently digitised their entire underwriting operation using new AI technologies, simplifying the process, and saving money on outsourcing. Arpita Saha, Head of Business Process Automation at MaxLife, explains MaxLife’s automation journey and how they became national industry leaders in financial DPA.

• Why using RPA self-service to optimise customer experience pays off 
• How AI can cut outsourcing costs and save employee time
• Attended versus unattended bots – when to use what
• Using multiple automation avenues to find the best digital solutions