Introduction: The silent obstacle to digitalisation

You have invested in modern software, automated your processes and trained your employees – and yet digitalisation is still stalling? The reason often lies where you least expect it: in the exceptions. Even the best software fails when faced with unstructured documents, special cases or customer enquiries that no system can handle. The result: manual workarounds, Excel lists and email chains take control. What starts as a temporary solution becomes a permanent one – and sabotages your efficiency, quality and transparency.

Studies show that up to 40% of working time in companies is spent on managing exceptions – despite digital tools. The problem: these workarounds are neither scalable nor traceable. They lead to errors, delays and frustrated employees. But there is a solution: augmented services that seamlessly integrate manual processes into digital workflows – and thus systematically reduce exceptions.

In this article, you will learn:

• Why exceptions are the biggest Achilles heel of digitalisation.
• How improvised solutions undermine your efficiency.
• A practical example from AGILA Animal Health Insurance that shows how augmented services close this gap.
• 3 concrete steps to control manual processes in your digitalisation.

Chapter 1: The problem – Why exceptions paralyse your digitalisation

1.1. The illusion of ‘100% automation’

Many companies assume that digital tools can cover all processes. But the reality is different:

• Unstructured documents (e.g. handwritten invoices, PDFs with individual formats) cannot be easily transferred to ERP systems.
• Special cases (e.g. individual customer requests, regulatory exceptions) require human decisions.
• Communication gaps (e.g. customer enquiries via email that are not recorded by any system) lead to manual rework.

The result: Parallel to your digital infrastructure, a shadow process emerges consisting of Excel spreadsheets, notes and improvised solutions – without control, without transparency, without scalability.

1.2. The costs of workarounds

Improvised solutions are expensive – not only in terms of money, but also in terms of time and quality:

• Prone to errors: Manual transfers lead to duplicate entries, incorrect data and compliance risks.
• Inefficiency: Employees spend hours ‘repairing’ processes instead of focusing on value-adding tasks.
• Customer satisfaction suffers: Delays and inconsistencies frustrate customers – especially when they expect digital solutions.
• Scaling blocked: Workarounds may work for 100 orders – but not for 10,000.

Example: An insurer lost customers because manually processed claims led to delays – even though the system was actually ‘fully digitised’.

1.3. Why companies ignore the problem

Many companies accept workarounds as a ‘necessary evil’. The reasons:

• ‘It’s always been this way’: Manual processes are considered ‘unavoidable’.
• Lack of alternatives: They don’t know how to systematically digitise exceptions.
• Short-term priorities: Acute problems (e.g. an IT failure) take precedence over structural solutions.

But there is a way out: augmented services.

Chapter 2: The solution – augmented services as a bridge between digitisation and exceptions

2.1. What are augmented services?

Augmented services are targeted manual services that are seamlessly integrated into digital workflows. They close the gap where automation reaches its limits – without media breaks or improvisation. Typical use cases:

• Document verification: Unstructured invoices, contracts or forms are digitally captured and validated.
• Exception management: Special cases (e.g. individual enquiries, regulatory deviations) are processed according to clear rules.
• Customer communication: Enquiries that cannot be answered by a chatbot are handled by specialists – with full history and context.

2.2. How augmented services work

The key lies in integration:

1. Digital capture: Exceptions are automatically detected (e.g. incomplete applications) and forwarded to a specialist team.
2. Structured processing: Employees work with predefined processes and tools – no improvised solutions.
3. Feedback into the digital workflow: The processed data flows automatically back into the system (e.g. ERP, CRM).
4. Learning loop: Recurring exceptions are analysed – and gradually automated.

Advantage: Companies benefit from digital efficiency and human flexibility – without compromise.

2.3. Why this approach is better than workarounds

Problem	Workarounds	Augmented Services
Error susceptibility	High (manual entries)	Low (structured processes)
Transparency	Low (Excel, emails)	High (fully integrated)
Scalability	No	Yes
Costs	Hidden (time expenditure)	Calculable (service model)
Customer satisfaction	Suffers	Increases

Chapter 3: Practical example – How AGILA pet insurance resolves exceptions with automation and augmented services

3.1. The challenge: Manual invoice verification as a bottleneck

AGILA, one of Germany’s leading pet insurance companies with 380,000 customers, faced a typical problem: The number of veterinary bills submitted was rising rapidly – but the manual verification and processing of these bills was becoming a bottleneck. The challenges:

• High workload: Up to 3,000 invoices per day had to be checked, reconciled with contracts and entered into the system.
• Seasonal peaks: Especially during holiday periods or waves of illness, the number of applications increased – but qualified clerks were not available at short notice.
• Customer satisfaction at stake: AGILA guarantees processing within one working day – but manual processes made this increasingly difficult.

Sven Knoop, Head of Customer Service at AGILA, describes the situation:

‘Manually checking each individual invoice was not only time-consuming, but also prone to errors. We needed a solution that would take the pressure off us – without compromising quality or customer satisfaction.’

3.2. The solution: automation + augmented services for seamless processes

AGILA opted for a hybrid approach that combines digital automation with human expertise:

1. Robotic process automation (RPA) for standard cases:
   • A digital assistant takes care of recording and checking invoices.
   • Text recognition compares invoice data with contract information.
   • 80% of invoices are processed fully automatically (‘dark processing’) – without human intervention.
2. Augmented services for exceptions:
   • Complex cases (e.g. unclear invoice items, special cases) are automatically forwarded to a specialised team.
   • Employees check the invoices with full context (customer data, contract information) and return them seamlessly to the system.
3. Continuous improvement:
   • Recurring exceptions (e.g. frequent invoice errors) are analysed and gradually integrated into the automation process.

3.3. The results: faster processing, fewer errors, happier customers

• Processing time reduced: From several hours to minutes – even at peak times.
• Error rate reduced: No more manual transcription errors thanks to digital verification.
• Customer service relieved: The team can focus on consulting and complex cases – instead of routine tasks.
• Cost savings: 25% of cases were already being processed fully automatically after three months – and the trend is rising.

Sven Knoop sums it up:

‘The combination of automation and augmented services has not only reduced our workload, but also significantly improved the quality of our processes. Today, we process 3,000 invoices per day – without any negative impact on our customers or employees.’

Chapter 4: 3 steps to control manual processes in your digitalisation

Step 1: Identify and quantify exceptions

• Analyse your processes: Where do manual workarounds occur? (e.g. Excel lists, email chains)
• Measure the costs: How much time and money are you wasting on improvised solutions?
• Prioritise: Which exceptions cause the biggest problems (e.g. customer complaints, compliance risks)?

Step 2: Integrate augmented services

• Define clear rules: Which exceptions are processed manually? Who is responsible?
• Use digital tools: Platforms such as RPA (robotic process automation) or workflow management systemshelp to record and forward exceptions.
• Involve specialist teams: Trained employees or external service providers process exceptions according to standardised processes.

Step 3: Continuously improve

• Analyse patterns: Which exceptions occur frequently? Can they be automated?
• Optimise step by step: Integrate recurring cases into your digital workflows.
• Measure success: Track key figures such as processing time, error rate and customer satisfaction.

Conclusion: Exceptions are not inevitable – they are an opportunity

Manual processes are not a necessary evil, but a sign that your digitalisation is not yet complete. But instead of ignoring them, you can systematically tackle them – with augmented services that seamlessly integrate exceptions into your digital workflows.

The advantages:

• More control: No more improvised solutions, but structured processes.
• Fewer errors: Manual entries are minimised, data quality increases.
• More satisfied customers: Faster response to special requests and fewer delays.
• Scalability: Your processes grow with your business – without chaos.

The question is not whether you have exceptions, but how you manage them. Companies like AGILA prove that systematically tackling manual processes not only makes your digitalisation more efficient, but also future-proof.

Want to get exceptions in your digitalisation under control?

Let’s talk! 

We’ll show you how augmented servicescan optimise your processes – without workarounds, without chaos. 

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