Non-profit Healthcare Service Provider Resiliency boosts efficiency and rebuilds trust across the business

Challenge

With 89 Blue Prism processes in production, the healthcare provider sought a solution to optimize operations—including increasing license utilization, SLA adherence, and control room responsiveness and efficiency. They had over 60 VMs (virtual machines), most with less than 10% utilization and less than 90% SLA adherence. They were receiving complaints from their business stakeholders about automations failing to complete on time—putting the program at risk.

Solution

The healthcare provider turned to their partner Reveal Group to help ease the operational challenges. Reveal Group, having supported other customers with similar issues, knew the C TWO platform would be the best solution—solving these challenges and more. Reveal Group provided the client with C TWO training, helped onboard all SS&C Blue Prism processes, and helped them develop business-critical dashboards to manage automations and optimize processes proactively.

Outcomes

• SLA Adherence Improved Significantly: Processes are completed when they need to be, and SLA adherence rose from 90% to 99%. The team can catch issues before the broader business knows there’s an issue.
• Resource Utilization Increased: After onboarding their current set of 89 automations, the client was able to onboard 35 additional automations without procuring a single new VM.
• Planned Downtime: The client now proactively manages machines and servers with planned downtime to reboot servers without needing to spend valuable time pausing and restarting machines—what used to take hours now takes seconds with C TWO.
• Real-Time Performance Dashboards: The team can see which sessions and resources are running, helping them quickly identify issues. They also receive notifications when there’s a bigger issue that needs human intervention.
• Scaled Cases Processed: C TWO enables machines to swarm (meaning: when items hit the queue, all available machines start working in order of priority) which increases process volumes. For example, one process yielded an increase from 600 to 3,600 items per hour. Even if one machine goes offline, the other resources continue swarming and processing until the queue is complete.

‍“With C TWO, you no longer experience the ‘when one light goes out, and they all go out’ scenario that is typically experienced with RPA tools alone.”
– Reveal Group