Change Management, CRM, On-boarding, Multi-system Updates

RPA TO MANAGE A MAJOR PRODUCT CHANGE FOR A LEADING UK BANK

Background

One of our valued clients, who is a multinational financial institution, required us to build a client management system to initiate, maintain and process a group-wide product change drive.

Problem Statement

To replace old legacy credit cards (that earns customers reward points per use) with the new ones while allowing 1.4m customers a choice of cards/contracts to switch to.

The program was a regulatory requirement and failure to deliver it would lead to substantial financial and reputational loss.

Key Deliverables/Success Criteria

1. Initiate

Send out personalised statements to 1.4m customers explaining the transition and what it meant to them and covering the financial impact, interest rates and fees, if applicable.

2. Maintain

Receive instructions back from interested customers who wished to switch, keep their record in the system and send out the new credit agreements for them to sign.

3. Process

Once the signed credit agreements are received, process the product change in 3 different legacy systems- SAP, Backoffice and Card Administration System.

4. Record

Keep an end to end audit trail of each customer interaction during the entire switching process.

Solution

The client approached us with limited budget and time to build a fully automated client relationship system that is powered by our custom coded Agile Automations.

We followed our tried and tested development process and achieved the following within 3 weeks/sprints:

  1. A new one stop solution powered by a backend SQL server database covering the entire Client Relationship Management;
  2. A database full of lists of decision making parameters that can change throughout the process per customer. These cover over 1700 scenarios and permutations that would be difficult to develop using most automation software in the market;
  3. An end to end automation of product switch steps on all 3 systems, including logistic tasks such as sending out letters, emails and text alerts while keeping an end to end audit trail; and
  4. An admin portal to retrieve on demand customised reports.

Customer Journey through the Automation

One of the key advantage of Agile Automations has been the flexibility it provided in mapping out the best customer journey. This ensured efficient customer service at the fraction of resources usually required to manually complete such processes.

  • Day 1

    Step 1: Identify Affected Customers

    Crawl through the legacy systems to identify and list all affected 1.4m customers.

  • Day 1

    Step 2: Consolidate the List

    Add these customers into a database, segregate them and create batches that are manageable.

  • Day 2

    Step 3: Contact Customers

    Sweep the system to obtain key financial account information on these customers and produce personalised letters highlighting their account status, eligibility for the switch, old interest rates and impact of the new product on the account.

  • Day 3 to 90

    Step 4: Process Contracts

    Send out the letters with new contracts. Allow customers 90 days to respond.
    Over the coming three months, as the customers respond with their signed contracts, the staff would retrieve the account information on the automation CRM and process the actual product change.

    The process that would take 20-30 minutes if done manually, can now be processed with the automation in 30 seconds per case.

  • Day 90 onwards

    Step 5: Regulatory Reports

    Produce several reports for auditing purposes and send out confirmation letters, emails or text alerts to each customer based on their contact preferences, throughout their switch cycle.

Key Successes

FTE Savings

18 FTEs per annum

The entire process, if done manually, would require 20 full-time members of staff. Using Agile Automations helped business avoid the cost of hiring 18 of them.

Cost Savings

1.2 million GBP per annum

The business managed to avoid systems implementation and other IT costs. This was also aided by cost savings due to the actual product change.

Regulatory Compliance

100% error reduction over the manual process

Our tried and tested Agile Development approach ensured rigorous testing and perfect implementation. This enabled the business to mitigate all risks within regulatory compliant timescale.

Future!

Scalable, system agnostic and future-proof solution

The business has a reliable future-proof automation that evolves based on decision parameters lists and can be upscaled or implemented in other areas, with no dependencies on systems.

Client Testimonial

We love the way the automation handles multiple decision paths using the externally stored 'decision parameters'. We can easily change the logic of the automation by simply changing 'if this than that' scenarios in the list provided. We are always excited when we add a new scenario in the list and automation picks it up. A truly future-proof solution!!

Head of Operations, Leading Multinational Bank

Conclusion

Scrum development methodology combined with extensive experience in developing custom coded RPA solutions, we at Agile Automations are changing the desktop RPA scene towards a more sustainable and reliable adaptation of RPA into the businesses.

Can your business benefit from such relentless commitment to perfection? Contact us to find out more!

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Client Sector:

Finance

A UK based multinational bank with footprint in several countries.

Systems Automated:

  • SAP logo SAP
  • CAS logo CAS
  • Backoffice logo Legacy System

Main Outcomes:

  • Image Description Improved Efficiency
  • Image Description Improved Accuracy
  • Image Description Robust Due Diligence
  • Image Description Regulatory Reporting

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