Case Study: Santam boosts productivity and customer experience with UiPath

RPA Improves Productivity and Customer Experience at Santam

Santam Ltd, a leading personal and commercial insurer in South Africa, wanted to improve service excellence and operational efficiency across a complex business with multiple business units and highly manual finance and insurance processes. Working with UiPath, the company began its automation journey in 2019 using RPA to reduce repetitive work, limit errors, and free employees to focus more on customer service.

UiPath helped Santam build a centralized automation program with a center of excellence model and reusable automations across business units. The results included an 8X productivity gain in one finance process, more than $20,000 saved each quarter, up to 90% of some processes automated, and QA capacity increased to 2,000 policies per day from 3,000 per month; Santam also freed over 120 hours per month in one unit.

Santam

Leon Swanepoel

Manager, Business Process Optimization