Frende Insurance Customer Support Automation Case Study

This case study details the implementation of intelligent automation (IA) at Frende, an insurance company in Bergen, Norway. Frende offers various insurance services and has recognized the need to enhance customer service while maintaining a stable employee count. The company faced challenges with managing a high volume of customer inquiries, which often resulted in misrouted claims and duplicated efforts. To address these issues, Frende adopted a digital workforce powered by SS&C Blue Prism, enabling 15% of their operations to be automated. The automation team developed a solution that utilizes machine learning to manage approximately 2,000 emails weekly, efficiently summarizing and routing inquiries to the appropriate claims handlers. Additionally, generative AI is employed to process non-standard invoices, significantly improving payment turnaround times for vendors. The implementation of these technologies has led to high customer satisfaction scores and a reduction in customer complaints, allowing Frende to handle a growing customer base without increasing staff.