About This Case Study
Resilium’s manual insurance refund process was time-consuming, error-prone, and lacked scalability. ONGC Systems guided a transformation through Business Process Automation (BPA), boosting customer satisfaction and operational efficiency.
The Problem: Lengthy Refund Review Process
Resilium’s team had to manually review around 80 refund requests daily, which led to inefficiencies and negative customer feedback. Moreover, the process required accessing multiple systems, increasing the risk of mistakes.
The Solution: Automated Email Triage
ONGC implemented an automated email triage solution for Resilium using Microsoft’s Power Platform. This streamlined the insurance refund process, enabling instant email triage and automatic approvals, and reducing manual effort and errors.
What Our Customers Say
"Automating our refund request process is a perfect example of working smart, by investing in technology that eventually allows our business to grow further. ONGC’s expertise was priceless."
The Result
The team saved over 20 hours of work per week in processing refund requests. This led to faster refund processing, enhanced customer satisfaction, and improved operational efficiency. It also allowed Resilium to handle a higher volume of requests without increasing staff.
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