TransUnion Customer Story

Why is TransUnion focusing on automation?

We find that our employees are happiest when they are able to optimize creativity and human innovation. This requires that meaningful blocks of time be available for deeper levels of thinking. By reducing and hopefully eliminating the time needed to perform routine tasks which don’t require much "humanness," and being intentional about ensuring that freed time is put towards creative endeavors, we think we can make people happier, which will lead towards all of those beneficial outcomes.

As we like to say, our goal is to use automation to "make humans relevant again."

What’s your best automation advice for operational leaders?

The most important thing is to get started.

Based on my experience, the ability to learn automation takes time and a lot of practice. It's not necessarily about the automation software or capabilities as such.

The really hard thing to do is figure out how to apply automation in your organization. To think we've spent 100+ years developing these processes and you think you're going to sort that out with one application and capability? That's not right.

What helped you decide to partner with WorkFusion?

Financial services is a highly regulated process. There are a lot of security requirements — a huge priority for us. WorkFusion was great to work with, and with all of our different things that we needed to accomplish... ready, willing, and able to jump in and understand our particularities and needs.

I was also looking for a company with an eye on the future. WorkFusion's go-to-market strategy [is] about, "How do we evolve automation? Let's think about holistic processes, and how to integrate robotic processes with knowledge workers?"

How do you measure the success of your automation program?

We are purely focused on using automation to make people’s chosen careers more fulfilling. Nobody wants to do mindless tasks for work. The happiest employees are those who can be challenged to use their creativity and innovation to better create and deliver industry-leading products — not “push paper.”

We want to push our people to utilize their best skills when they come to work. Automation can help us do that, empowering people to do creative things by freeing up time so that they can spend the time really embodying what they want to do in their careers.

The digital revolution hasn't really been a revolution at all. With the digital age a lot of the paper has gone away and the files are digitized but the processes remain largely the same. These are the types of things we want to start changing and updating.

Tim McCarthy, SVP Global Operations, TransUnion