Case Studies

Case study 1

This major bank was struggling to field the numerous requests for account information and records from customers and third par-ties. Response was slow and errors frequent, resulting in dreadful customer satisfaction and huge amount of rework.

At the root of the problem were the siloed nature of data - multiple systems were often needed to service one request - and the aged and very limited-capability systems in use. However, for various reasons, it was not viable to replace or even upgrade these systems in the near term. So LB personnel quickly configured and deployed robots to field the requests, accelerate the ‘searches’ and undertake the composition of the responses, including accuracy checks.

The results were spectacular and achieved within weeks:

100%

Accuracy of downloaded information
83%

Reduction in Cycle Time

24*7

‘always on’ work day




Case study 2

A global bank’s remittance business was caught on the horns of a dilemma. It was only just coping with the necessary copying and pasting of information from one application to multiple other applications; and it was slipping behind with the numerous checks required at multiple stages.

The challenge was made even more difficult by the bank’s various systems not talking to each other. This literally multiplied the number of repetitive activities and precluded any learning, triage and many other process management techniques. Moreover, account maintenance requests involved many redundant steps e.g. address change, whilst various other departments required their own separate validation of previously-checked data

The key to resolving all this was to first identify all similar processes/components and homogenise them into a single central ‘core’. This also enabled the elimination of redundancies - with ‘stranger’ steps such as address change added only where neces-sary. Robos were then configured to drive all this and as a direct result, the bank not only got on top of its remittance workload, but was able to position for growth in its remittance business.

100%

Accuracy
80%

Operational Efficiency
Minimisation

of staff requirements
Elimination

of all check steps