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