Tackling Growth Challenges with Automation
Oliver David, an operations manager at Pennymac, a large mortgage lender, realized his team was unable to properly process the company's growing volume of business. Rightly identifying the root cause to be the manual processes used by the team, and realizing the need for automation, he brought in Infosys BPM to streamline his operations. This case details how Infosys BPM's expert automation team delivered on the brief, with a scalable solution that saved thousands of hours of manual effort, and improved agent productivity, which in turn greatly improved the end customer experience.
Approach summary:
- Comprehensive mapping of manual tasks
- Google Apps script-based automation
- Change management through training, support
Key Benefits:
Data consistency improved to 100% 
50% of repetitive tasks eliminated 
2496 hours of manual effort saved 
Agent productivity boosted 
Customer experience enhanced
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