Case Study: Keva advances customer service automation with Digital Workforce Services

Advancing automation in an automation mature organization

Keva, a major Finnish pension insurer, sought to advance its automation maturity to gain more value after its initial successful implementation of robotic process automation. The organization faced challenges including slowed development, the complexity of identifying new opportunities after the "low-hanging fruit" were gone, and the need to incorporate automation into a conservative business culture while meeting strict regulatory requirements. To overcome this, they partnered with vendor Digital Workforce Services, utilizing their cloud services for managing their SS&C Blue Prism bots.

Digital Workforce Services provided the platform to which Keva transferred its automation bots, increasing the flexibility and scalability of its solutions. This partnership supported Keva's journey, helping them achieve a 91% self-service rate for all customer contacts. Working with Digital Workforce Services is part of Keva's strategy to refine its metrics, ensure operational transparency, and work towards the complete digitization of all pension-related processes and payments.

Keva

Tommi Heinonen

Chief Information Officer