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CASE STUDY: CUSTOMER ONBOARDING

OVERVIEW

Our client, a national bank, where experiencing serious issues remaining competitive against purely digital startups. They had been one of the first organisations to embrace technology and online services, but now needed to refresh, update and upgrade that offering and were looking to automation for gains in a number of areas, including customer onboarding.

CHALLENGES

The bank had a wide range of different systems with a number of bespoke applications in play each assigned to different verticals and different locations. They knew they needed one single source of truth but the cost and timescale of implementing a new ERP made it unrealistic where the business needed quick wins to prevent a loss of market share. Proservartner needed to tie together all of these different systems. Unlike other RPA Developers, we have our own team onshore in the UK which meant we could go to different sites, servers and networks and set up automation.

WE DELIVERED

Working closely with the client, we implemented a cloud-based centralised hub for all customer onboarding. RPA was used to gather information from a wide variety of different systems, add it to the centralised database, process basic checks and approve where basic criteria was needed. It would then send status updates back to the local team within a matter of minutes.
The implementation of this projects only took a few months, significantly quicker than implementing a new ERP across the different branches and verticals, and at a lower price point.

OUR RESULTS

This coordinated data will help employees to provide responses to customers in near real time, with a view to accelerate customer onboarding from 59 days to just nine days. The organisation saw a return on their investment in 12 months but moreover this gave them the capability of a new ERP in months instead of years.

40 SYSTEMS INTEGRATED

ROI IN 12 MONTHS

REDUCED ONBOARDING TIME BY 85%