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A large BFSI company automates customer service requests for reversal of charges Case Study
Case Study

A large BFSI company automates customer service requests for reversal of charges

Client

One of the leading international banking and financial services companies


Industry 

BFS


Region

India

RPA Tool Implementation in a large BFSI company Case Study

Challenges

The bank found it challenging to manually reverse the waived-off charges which were already debited to the customer in a timely manner.

It was a tedious and error-prone process and had a long turnaround time.

Solution

Datamatics implemented Robotic Process Automation (RPA) solution using a multi-bot architecture. The bots automated the process right from downloading the service requests from CRM, creating a list, logging into the core banking system, reversing the charges through multiple touch-points, and finally closing the service request.

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Impact

900% Improvement in productivity

900%

Improvement in productivity

 

95% Reduction in turnaround time

95%

Reduction in turnaround time

 

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