Taking Action: Blue Prism’s COVID-19 Response Program Helps Alleviate Business Strain

One of the five largest banks in Spain is experiencing an intense increase in client requests related to the COVID-19 crisis, as the Government of Spain announced programs extending the payment of mortgages and granting state guarantees to those businesses that need financing to continue their commercial activity. More than 2,000 requests for mortgage payment extensions are coming in daily as well as an additional 4,000 requests for granting state guarantees. The bank’s systems were not prepared to meet the large number of requests—now they are looking to implement donated Blue Prism Digital Workers to automate these processes to ensure that the aid offered by the government quickly reaches those that need it.

To support the identification of COVID-19 related medical cases throughout London, NHS is working with Blue Prism to enable the sharing of respiratory data across multiple healthcare agencies. By applying simple automation with Blue Prism Digital Workers, combined with analytics tools such as Microsoft Power BI, NHS is now better equipped to identify and handle these critical cases, potentially saving lives.

To support the identification of COVID-19 related medical cases throughout London, NHS is working with Blue Prism to enable the sharing of respiratory data across multiple healthcare agencies. By applying simple automation with Blue Prism Digital Workers, combined with analytics tools such as Microsoft Power BI, NHS is now better equipped to identify and handle these critical cases, potentially saving lives.

As more people seek diagnosis and treatment for COVID-19, the impact is being felt in the healthcare back offices, throughout NHS. Medical secretaries who support clinicians, human resources, finance and other administrative staff are all critical personnel serving on the front lines of the current crisis. Working as part of the NHS’s Sustainability and Transformation Partnership Back Office initiative, Blue Prism Digital Workers continue to automate many of these administrative tasks and processes, so that patients receive the best and most efficient care possible.

Inmates in the prison system are not immune to the COVID-19 crisis. NHS is using Digital Workers from Blue Prism to automate the updating a central dashboard used to track COVID-19 in prisons across the UK. The dashboards provide access and visibility to key data, to help healthcare workers monitor and administer to patients within the prison system.

Hospital suppliers are reporting greater shortages as well as increased demand for parts due to the COVID-19 crisis and the strain it is placing on the healthcare industry worldwide. One healthcare organization's purchasing team has seen an 800% increase in the cancellations coming from suppliers in recent weeks. In the face of this emergency, intelligent automation leader a Blue Prism partner in intelligent automation is developing an intelligent process for the healthcare organization, with Digital Workers from Blue Prism, to cancel the purchase order lines and relieve the manual burden the team is facing today. Streamlining a manual, repetitive process, new Digital Workers are now able to quickly work through the high volume of cancellations, improving purchasing efficiency, decreasing response time, and helping the hospital system better administer to patients.

During mid-March 2020, Australia’s largest airline and its low-cost wholly owned subsidiary were on the verge of maxing out its Blue Prism Digital Worker license capacity because of the increased volume of refunds in play due to the COVID-19 global crisis. Blue Prism quickly donated additional licenses to enable the airline to keep pace with the increased demand on an already automated refund process, reducing call center wait times and improving overall customer experience.

As confirmed cases of coronavirus continue to rise, this healthcare trust looked to Blue Prism Digital Workers to support automating the patient diagnostic tracking process - log data into tracker, monitor progress and status, transfer and update patient data and notify departments in order to provide the best care to patients. The goal is to reduce clinical risk by ensuring the process is completed accurately and quickly, while also enabling and supporting home working for clinicians in isolation while still allowing them to continue supporting patient activity remotely.

One of the leading building society’s in the United Kingdom, this organization enjoys a long history of helping people save money and buy their own home—still a core purpose today, in addition to developing innovative products and services to help members with any challenge life brings. Building societies have been identified as essential service providers during the COVID-19 crisis as they will be responding to service customers that need to trigger a Government approved mortgage holiday due to job loss or businesses closing. Anticipating a huge uptick in mortgage deferral requests, this Blue Prism customer needed to quickly expand its existing RPA process capacity. The mortgage deferral requests received by the call center are supported by Blue Prism Digital Workers to speed the process and improve customer experience.

American consumer credit reporting agency is grappling with the impact of COVID-19 crisis on business continuity, as their contact centers have been depleted with 85% of their global workforce home. They turned to Blue Prism Cloud for an automation solution to support the following processes: password reset for external consumers; processing of mail documents in the imaging department; cancellation of consumer product requests; third party data validation; and, update consumer records. It’s important to the agency that they maintain their commitment to helping consumers protect and stay in control of their credit health during this unprecedented time.

The UK’s leading learning disability charity are experiencing a significant increase in workloads for its Payroll team due to COVID-19. The team created a manual workaround to process sick pay related to COVID-19 and reached out to Blue Prism to automate the process with Digital Workers. By automating this process, the non-profit will be able to redeploy people across the organization to focus time and efforts on ensuring they continue to provide a high level of support to the people with a learning disability.

During the challenging times of the COVID-19 outbreak, the largest bank in the Nordics is offering installment-free periods for individuals and businesses across all affected Nordic countries. To deal with such requests faster, the bank has teamed with Blue Prism. Digital Workers are assisting personal customers as well as small and medium sized businesses process the necessary near-term changes to their mortgages and loans, helping keep the Nordic economies running during these exceptional times.

The largest general practice (GP) super-partnership in the UK serving 450,000+ patients nationally, is fielding an overwhelming number of eConsult requests due to the COVID-19 outbreak. The GP adjusted its appointment booking process to reduce the risk of COVID-19 transmission and maintain a safe environment for all patients and staff associated with the practice. They reached out to Blue Prism for assistance in automating management and allocation of eConsult appointments -- from patient receipts to filtering for various locations across the UK.

The leading Nordic financial services group was founded in 1856 and have since been guided by core values of innovation and an entrepreneurial mindset. Already a Blue Prism customer, they turned to Blue Prism for additional licenses to handle the increased volumes of work for their existing Digital Workers. They are missing 15% of their human workforce due to the impact of COVID-19 and need to augment their workforce with additional Digital Workers in order to maintain operations and continue to deliver on their customer first commitment.

One of six centers used by the Defence Medical Services in the UK providing expert, compassionate care to the local population, including current and former members of the armed forces and their families. The trust reached out to Blue Prism Cloud for additional automation support in onboarding of new starter accounts as well as returning staff and attributing staff to the relevant roles in their systems so they can care for patients during the COVID-19 outbreak.

One of Australia’s leading regional banks found themselves struggling to handle and respond to inquiries promptly due to the exponential volume driven by the COVID-19 crisis. The delayed response times led to customer complaints, adding stress and anxiety to employees that are already feeling the pressure of uncertain times. They turned to Blue Prism to automate the assessment of COVID-19 related customer hardship inquires, and as much as possible decrease the response time as well as free up their workforce to deal with more complex customer inquiries.

Blue Prism and PWC join forces to support financial services group in South Africa that offers wholesale and retail banking services as well as insurance, asset management, and wealth management to its clients. The COVID-19 outbreak as brought about a pressing need for the bank to automate the management of back-end processes, including contact centers across various business units in Wealth, Investment Management and Insurance (WIMI) and Retail Business Banking. Digital Worker automations will help to manage the spike in volume and better manage client needs related to COVID-19, especially on the insurance side (Health, Funeral Plan, etc.).

Portuguese bank is implementing loan payment delays of 6 months to comply with new COVID-19 government measures. They are looking to implement Digital Workers to automate the process and meet the 10-day deadline for compliance. The bank has almost fully implemented an E2E process to achieve getting data and attachments from their banking app and website to deploy on back end systems.

As part of customer-oriented actions related to COVID-19, the Polish government adopted an act requiring banks to grant clients credit holidays. One of the largest banks in Poland reached out to Blue Prism for licenses that will enable them to the bolster their existing Digital Workforce to help process the tens of thousands of applications the bank is receiving daily. This will help alleviate the pressure as the bank’s workforce went into home office mode in March, decreasing operational efficiency as processes carried out by employees were not yet transitioned to Digital Workers. Now with new automations in place, Digital Workers automatically process the credit holiday applications.

National health and wellness organization that is also the second largest integrated delivery and financing system in America, moved to support the community by voiding charges for COVID-19 testing on all claims submitted after a certain date. The volume of COVID-19 testing claims—which come in a variety of forms—will take claim analysts a significant amount of time to process. They turned to Blue Prism for help to quickly develop an automation to get the claims processed. The first phase was developed, tested and deployed into production in a matter of days, processing a claim in 12-seconds. The organization’s decision to wave fees for clients resulted in an immediate need to process 60,000 claims, and they are expecting approximately 12,000 new claims per day – which must be processed within a 5-day service level agreement. The automations being put into production will enable them to scale as needed to keep up with claims requests.