Client profile
A financial services company providing finance and insurance products distributed through a network of dealer partners across Canada. Operations span finance, HR, IT, compliance and dealer management, with quarterly rewards payments to partners as a high-volume, high-scrutiny process.
The challenge
Leadership had a clear ambition: automate high-effort operational processes and build an automation capability that scales across the business. They chose three processes that between them touch HR and IT, finance and payments, and the dealer-facing commercial journey: employee onboarding, from signed contract to day-one readiness; quarterly rewards payments to dealer partners, the flagship; and dealer onboarding, from signed agreement through validation and activation.
The risk was acting without visibility. Core processes had evolved over time, picking up manual workarounds, undocumented dependencies and inconsistent hand-offs between teams. Automating a process nobody fully understood would have locked in the inefficiency and multiplied the exceptions. Leadership also suspected error rates in the rewards process that had never been quantified.
What we did
We are running the engagement discovery-led rather than workshop-led. Instead of asking stakeholders to describe their processes in a room, we observe how work actually flows through systems and people first, assemble the picture ourselves, and only then convene the business to validate and prioritize.
- System-led process mining. UiPath Process Mining and Task Mining deployed against the in-scope systems to reconstruct end-to-end flows and variants from event data, surfacing bottlenecks, rework loops and process variants that are not documented anywhere.
- Human-in-the-loop capture. Structured interviews with process owners across finance, HR, claims, compliance and operations, plus Task Capture of how work is actually completed (clicks, inputs, sequencing, workarounds), reconciled against the mined system view. This is also where we find processes that should exist and do not.
- Synthesis. A single validated process landscape across in-scope functions, ownership and hand-off mapping, a consolidated register of pain points, risks and control observations, and a prioritized opportunity heatmap ranked by business impact, feasibility, risk reduction and effort saved.
- Access planned around reality. Several third-party systems in scope have no API agreement. Rather than wait, interviews and task capture run first while data access is agreed system by system, using exports where there is no live connection. Access is the critical path in most discovery work, so it is planned in week one, not discovered in week three.
- Error and rework baseline. Measured per process from the mined data and the capture sessions, with a specific line for incorrect payments in the rewards process. Every later business case rests on the client's own numbers rather than an estimate.
- Business Process Workshop. Held once mapping and documentation are complete, not before. Findings played back to stakeholders for challenge and correction, priority processes confirmed, automation opportunities ranked.
- Documentation and roadmap. ISO 9001-ready SOP-style documentation for selected processes, decision and exception logic mapping, systems touchpoint maps, effort baselines for ROI modeling, and a 12 to 24 month roadmap.
In parallel we are standing up UiPath Automation Cloud, hosted in Canada, so prioritized opportunities move straight into build without re-platforming. Security and data-handling sign-off came before any system connection, and working files stay in the client's own Microsoft 365 environment. When the roadmap says build, a proof of value on the first priority process runs on the same platform in three to four weeks, rather than as a new project. Fixed professional services fee, with the UiPath license as its own line.
What we are delivering
- Executive summary report with leadership-level findings, themes and risks
- Enterprise process landscape and visibility pack
- Process mining findings pack with data-driven flows, variants and bottleneck analysis
- Current-state process maps (L1 to L3) and ISO 9001-ready SOP documentation for priority processes
- Task capture records with decision tree and exception logic mapping
- Operational pain-point register and risk and control observations log
- Effort, error and rework baselines for ROI modeling
- Prioritized opportunity heatmap and 12 to 24 month automation roadmap
- Deployed, governed UiPath Automation Cloud tenant, hosted in Canada, ready for the first builds
What the engagement is designed to deliver
- One validated picture of how each of the three processes really runs, from system data and the people doing the work
- An error and rework baseline per process, including incorrect payments in the rewards process
- Undocumented steps, side spreadsheets and missing processes surfaced, reducing key-person dependency
- Automation opportunities ranked by value, feasibility and risk at a single Business Process Workshop
- A governed UiPath Automation Cloud tenant, hosted in Canada, ready for the first build without re-platforming