Case Study: Frende Forsikring achieves faster customer responses and 15% automation with SS&C Blue Prism

Frende Quickly Responds to Customer Inquiries With IA and Gen AI

Frende Forsikring, a Bergen-based insurer serving life, home, auto and travel customers, faced high volumes of incoming inquiries routed to the wrong teams, causing duplicated work and slower claim resolution. To maintain a lean headcount while scaling service, Frende partnered with SS&C Blue Prism and its digital workforce/intelligent automation to streamline inboxes, summarize long emails and route cases to the right handlers.

Using SS&C Blue Prism digital workers plus generative AI/LLMs, Frende automated the processing of roughly 2,000 customer emails per week and the interpretation of non‑standard vendor invoices. The solution now completes 15% of Frende’s work, saves about 300 staff hours per month summarizing emails, gets many vendors paid within one day, and helps maintain an NPS of 88 while reducing customer dissatisfaction by 20%—all without adding claims handlers.

Frende Forsikring

Emile Schjeldsøe Berg

IT developer, AI/ML