CASE STUDY: CUSTOMER ONBOARDING
40 SYSTEMS INTEGRATED
ROI IN 12 MONTHS
REDUCED ONBOARDING TIME
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.
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.
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.
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.