Healthcare and legal services · UK · 4 to 6 week proof of concept, 13 week production build

Email-to-case-system automation as a group-wide foundation

Automating the intake, extraction, validation and submission of instruction letters and medical reports into Proclaim, saving over £120k a year and built as the first module of a group-wide automation platform.

£120k+ annual saving, 5 to 8 FTE of manual effort removed

Client profile

A UK group providing independent medical examinations, medico-legal reporting and related services through several acquired businesses, each historically running its own case management system, document workflows and automation tooling, including legacy Blue Prism. Group IT and automation governance was being consolidated centrally.

The challenge

Thousands of instruction letters and medical reports arrive by email every year. Staff opened each one, read it, and re-keyed the content into the case management system by hand. Document formats varied from client to client. Checking that the right expert had reviewed the right documents meant cross-referencing multiple sources manually. When instructions were incomplete, someone had to chase the customer and escalate internally. The process was slow, error-prone, hard to scale as volumes grew (around 100 submissions a day in the first business unit alone), and it consumed skilled administrative capacity that should have been on case work and client service. Legacy RPA tooling and unsanctioned integration tools such as Zapier added cost and risk.

What we did

We scoped the first use case, email-to-Proclaim automation, as the foundation for a group-wide UiPath platform rather than a one-off bot. Every component built for it (email handling, document parsing, validation logic, API integration) is reusable for the next automation.

The solution is a set of coordinated agents on UiPath IXP:

  • Email monitoring watches dedicated inboxes and starts the workflow on arrival.
  • Data extraction uses OCR and NLP through UiPath Document Understanding and AI Center to pull structured data from free-text emails and scanned attachments in varying layouts.
  • Data structuring maps extracted fields to the Proclaim schema and detects missing information.
  • Customer feedback sends automated follow-ups for incomplete submissions and reprocesses when the response arrives.
  • CMS integration submits to Proclaim via secure REST API with error handling and retry logic.
  • Escalation routes anything unresolved or low-confidence to UiPath Action Center so staff stay in control of edge cases.

A short proof of concept on UiPath Community licensing validated extraction quality and Proclaim integration on a live workflow before production licensing. The 13-week production build ran through requirements and design, Orchestrator and connector setup, extraction, the feedback loop, integration, escalation, testing and handover, with a named delivery team covering architecture, automation engineering, document understanding, integration, testing, training and support transition. Licensing was sized on the Unified Pricing platform tier with Platform Units for IXP, two unattended robots for the daily volume, and named users for development and exception handling.

For the wider group, UiPath acts as the orchestration layer: existing Blue Prism bots are triggered via API or queue hand-off and migrated progressively rather than ripped out. Governance runs through UiPath Automation Ops. A structured enablement program develops the group's own citizen (StudioX, Automation Hub) and professional (Studio, Action Center) developers, with our support tapering to second line as internal capability grows. We flagged the use of Zapier as an information security risk requiring formal review.

What we delivered

  • End-to-end email-to-Proclaim automation for instruction letters and medical reports
  • UiPath Document Understanding and AI Center models for varied and scanned document formats
  • Automated customer follow-up loop for incomplete instructions
  • Action Center exception queue and escalation workflows
  • Secure REST API integration with Proclaim, with error handling and retry
  • Hybrid orchestration model for existing Blue Prism assets
  • Runbooks, documentation, training and a support transition plan
  • Group-level pipeline of follow-on use cases across finance, QA, case triage, onboarding, customer service and compliance

Results

  • Over £120,000 in annual savings from the removal of 5 to 8 FTE equivalents of manual re-keying
  • Around 100 submissions a day processed automatically through UiPath IXP into Proclaim
  • Cases initiated in hours rather than days, with faster client turnaround and revenue recognition
  • £20,000 to £30,000 a year saved in rework and compliance cost through fewer data entry errors
  • Full audit trail on every submission, with exceptions handled through UiPath Action Center
  • Payback inside 12 to 18 months, and a reusable platform for follow-on group use cases

Technology

UiPath IXPUiPath Document UnderstandingUiPath AI CenterUiPath Action CenterUiPath OrchestratorUiPath Automation CloudUiPath Automation OpsProclaimBlue Prism

Services

Intelligent document processingProcess automationHuman-in-the-loop designPlatform foundationEnablement
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Region & currency

Changes spelling, terminology, the data-protection regime named in our notices, and the currency used in indicative figures. ETT is based in London — this is not a local office or a price in your currency.