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Case Study

Stop to routine activities

ABSTRACT
Adopting RPA technology, we have automated the entire fraud management process carried out by the Italian leader in digital payments.

Where: italy
Challenge
The Client provides customer service, debt collection and telemarketing through Helpline, its 24/7 contact center of 500 employees managing 650k calls/month. The Back Office focused on credit cards fraud management, needed to improve its efficiency reducing low-value-added repetitive tasks that impact "alerts" analysis made by agents and reduce the tension due to pressing SLAs.
Approach
The Client offers digital payment solutions and payment acceptance services, targeting both private and public clients and managing more than 40 million payment cards. Engineering D.HUB followed an approach based on consolidated phases and methodologies, exploiting its strong experience on RPA technology (Robotic Process Automation) in order to define the project feasibility, benefits and KPIs.
Solution

The solution has been developed using NICE platform to automate the “wrap-up” phase of the entire credit cards Fraud Management process, including the following activities:

- Data entry (including tickets), database entry and creation/sending of email claims.

- Cards suspensions, including warnings about those cards whose suspension are expiring.

- Information material about the individual case and its outcome, including the sending of the e-mail to the appointed agent who decides if the outcome of the wrap-up phase is satisfying or not.

The solution introduced a virtual workforce composed of robot software able to manage all the repetitive tasks which are carried out daily by employees.

Results

 

 

 

 

100% compliance to planned SLAs

 

 

Improved employees satisfaction

 

 

8000 alerts managed each month

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Markets
Ecosystems

Impacts

Project Teams
  • Engineering D.HUB It is the partner for outsourcing and transition to Cloud services, offering methodological standards and a technological and services platform to support digital transformation in the various Engineering market sectors.
Technologies

Intelligent Process Automation (IPA)

Intelligent automation enhances the human component, transforming work and business interactions.

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