Customer services

Robotic Process Automation

Financial Services

Digital bots – the secret to success

The board of a leading US-headquartered global bank had mandated Marsha Stewart, Director for UK Operations to better engage and support the bank’s customers, while simultaneously upgrading controls in her already well-performing operations. This case study details out how Infosys BPM, Marsha’s long-standing partner for business process management, brought in digital bots to further drive efficiency. And the result? Not only did customer experience benefit with a 50% reduction in request turnaround times, but Marsha also gained over £100,000 savings in annual costs.

Approach summary:

  • Service approach redesign to utilise bots
  • Governance teams commissioning
  • Time and motion study of operations
  • Incubation of automated queues
  • Bifurcation of work streams to run concurrently
  • External performance benchmarking for improved outcomes

    Key benefits:

    • £100,000 savings in costs per annum
    • Turnaround time reduced by 50%
    • 14,000 transactions automated
    • 11,000 person hours saved annually