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MISL uses automation to deliver time and efficiency gains with Nintex

Creating an automation Center of Excellence allows citizen developers to build their own automation processes

The automation COE team is moving towards a citizen developer model. By focusing on enabling and supporting teams the goal is to help them upskill their automation capabilities so they can build their own automations. Key teams were targeted initially to join the automation community. Automating insurance claims processing in the Contact Center was an area that quickly achieved measurable success. By removing manual data processing from the claims process MISL achieved a time-saving equivalent to an eight-person reduction in FTE headcount.

Capabilities Used
Robotic Process Automation

Who they are

Established in 2001, Markerstudy Group includes the UK’s largest MGA - Markerstudy Insurance Services Limited (MISL), which supports UK broker partners and protects in excess of six million policyholders with a comprehensive range of products, from standard screen-rated to the very niche and hard to place manually underwritten risk.

What they need

MISL launched a digital transformation project to support multiple brands under a shared service model. The project started with a single brand and focused on enhancing customers’ web experience.

How they did it

Based on the success of several automation projects at MISL, an automation community and an automation Center of Excellence was created. The automation community supports multiple projects and enables teams across the MISL business to build and manage their own automation projects.

Automation delivers time and efficiency back to the business

The automation community at MISL measures success in various ways. A key metric is time savings delivered. There have been 15 FTE headcount saved which has been delivered by various automation projects across all areas of operations. These time savings have freed up people to work on new and different types of projects and activities.

Time savings delivered by automation have allowed teams to work on higher-value tasks that they weren’t able to focus on previously.
Michael Hardy, Quality Lead, MISL
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