Engineering Innovation In
Digital Finance
We went into a bank with a hundred branches and used RPA to reorganise and optimise its activities: from managing mortgage files to controlling credit quality.
Approach & Solution
Approach
Our client was one of Italy’s first banks to be inspired by the “Credito Popolare” (“People’s Credit”) movement, and now accounts for hundreds of branches and customers in Italy. It has carried out several digital transformation initiatives for customers, internal organization and process optimization, with the aim of diminishing user's low-value added activities while increasing competence, performance and job quality.
In the light of the above, our Client decided to boost its virtual unit that manages customer service for Top Clients (1 million potential customers, in Italy).
Solution
The project was carried out by Engineering D.HUB, which arranged a continuous collaboration model with the Client, in order to adopt Robotic Process Automation solutions.
Thanks to the NICE platform, several automation packages have been released - with related management, support and evolution activities - in order to rearrange virtual unit's activities. Today, 12 tasks/processes are up and running on different areas of the virtual unit: Special Credits Office, ordinary mortgages, agreements, loans, Credit Quality Control Office, International Service, forex and treasury, hedging and trading, physical and financial gold, support on foreign markets and more.
Results
Over 20 employees reallocated on value-added activities
Error-free and improved procedures
Reduced time to collect reports on external databases (-80%)
Reduced processing time for Clients' procedures, from 1h to 20 min (-70%)
Project Value
Process performance
Innovation
Enabling Technologies
RPA
Our Products & Other Technologies
NICE
Project Team
Engineering Finance Business Unit Engineering D.HUB