Thai Group Holdings receives accolade at Asian Technology Excellence Awards

It has utilised RPA and workflow automation to improve on operations processes across the organisation. 

Holding company Thai Group Holdings was recognised as the winner of the Thailand Technology Excellence Award for Automation - Financial Services at the Asian Technology Excellence Awards 2023 for its implementation of robotic process automation (RPA) and Workflow Automation technology in the multiple of operations processes across the enterprise that has resulted in over 1.5 million transactions being paperless and over 5,000 man-hour savings.

The bottom-up automation approach with a well logical mechanism of process assessment and selection was utilised to accelerate change management. One of the new solutions aimed to implement a single system to maintain all customer processes and interactions in one place: i-CEM.

i-CEM automates the E2E case management process for both claim processing and policy administration calls across voice and non-voice channels. 

For claim processing, the robot has automated the process from one system to the others and integrated information to i-CEM. For policy administration, i-CEM has automatically sent notification to the related back-end team to respond to the customer inquiry.

The case status has been recorded and tracked over the channels and over 500,000 transactions in the past 12 months for these types of calls have been automated with i-CEM with significant reduction in the turnaround time.

“To support the aggressive growth of business in next five years whilst minimising business risks, we have adopted the automation technology, which is vital to our business strategy because it supports our four key business directions, including Healthy Growth, Productivity Improvement, Customer Experience, and Digital Transformation,” the company said.

Asian Technology Excellence Awards honours the most outstanding technological projects and innovations, and recognises exceptional companies that are riding the digital disruption wave to lead the digital transformation journeys in their respective industries.