Use Cases

Banking

Use Case: Document Archiving & Check Deposit

Background:

Global Banking Company managing all the multichannel back office processes for a leading European bank.

Challenges:

Optimize banking back office processes to improve quality of service, reduce costs, increase process efficiency and reduce process time

Implementation:

Automation is used to automate multiple back office processes, including:

  • Documents archiving
    • Implemented in under 20 days
    • 65,000 documents processed monthly
  • Check deposit
    • Implemented in under 10 days
    • 13,200 transactions monthly

Benefits:

  • Cut documents archival processing time from 4 minutes to 21 seconds (91%)
  • Reduced check depositing processing time from 36 to 7 seconds (80%)
  • Eliminated all opportunities for human error

Use Case: Financial Statement Letter Creation

Background:

Italy’s 8th largest bank, founded in 1871:

  • 350 branches
  • 185,000 members
  • 2,500 employees

Its virtual unit can serve up to 1M clients for checking accounts, credit cards and loans.

Challenges:

The bank sought to reduce the time and complexity of creating a financial statement letter for loan approvals.

  • Manual copy and paste and data entry
  • Large amount of input errors
  • Low employee motivation

Implementation:

The bank deployed Automation to automatically generate the financial statement letter by gathering client data from different platforms

  • 8 robots execute the process in the background
  • Frees employees from performing mundane, repetitive tasks

Benefits:

  • Reduced case handle time from 1 hour to 10 minutes
  • Eliminated process errors
  • Increased up sale rates
  • Increased employee motivation
  • Fulfilled corporate security policies

Use Case: Automate Wrap Ups

Background:

ICBPI group contact center company, providing business process outsourcing for financial and insurance companies in Italy.

  • 650,000 calls per month
  • 500 agents

Challenges:

  • Reduce the repetitive and low-value tasks interfering with the core activities of its agents.
  • Lower the pressure on the agents to meet SLAs.

Implementation:

  • Launched Automation to automate all wrap ups
  • Executes a series of data entry actions, including ticket and database entry log and filing a claim request.
  • Frees agents to start with the next task immediately after ending the previous one.

Benefits:

  • Reduced AHT of the wrap-up phase up by 82%
  • Achieved 100% adherence to process SLAs.
  • Increased process accuracy to over 99%.
  • Increased employee satisfaction

Use Case: New-To-Bank Data Entry & Verification

Background:

One of the world’s biggest banks operating in more than 140 countries.

Challenges:

New-to-Bank (NTB) Data Entry Process includes 79 entries into the bank’s systems

Data Verification process includes a visual comparison of 20 data fields. Both processes are:

  • Time-consuming
  • Prone to mistakes
  • Handled by subcontractors

Implementation:

  • The Bank deployed Automation to automatically enter and verify the NTB data
    • Full Automation of manual functions and screen navigation
    • Only 14 days from design to implementation
    • Total integration with bank’s environment and desktop applications

Benefits:

  • Reduced process time from 15 minutes to 1.5 minutes (90%)
  • Eliminated all errors
  • Reduced the number of clicks from 110 to 1
  • Reduced dependence on outsourcing vendors
  • No need to employ subcontractors for Data Entry and Verification processes