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RPA Case Study - Customer Service Solution
Success Story

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Revolutionizing Customer Service: How Datamatics’ TruBot Transformed Operations for a Leading BFS Company

Banking & Financial Services
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A leading global bank and financial services company

The Challenge: A Manual, Time-Consuming Process

The client, a leading banking and financial services (BFS) company found managing customer service requests was becoming increasingly difficult. The entire process relied on manual data sorting, analysis, and response tracking, making it tedious, time-consuming, and prone to errors. As customer inquiries surged, the workload on service teams increased significantly, leading to slower turnaround times and frustrated customers.

The client needed an automated solution to efficiently process, analyze, and respond to customer requests—ensuring accuracy, speed, and improved service quality.

The Solution: AI-Driven Automation with TruBot

To address these challenges, Datamatics implemented TruBot, its Robotic Process Automation (RPA) solution powered by Artificial Intelligence algorithms. This transformation enabled:

  • End-to-End Automation: TruBot streamlined and automated the complete process of responding to customer service requests.
  • Real-Time Tracking & Updates: The system tracked, responded to, and automatically updated customer inquiries in the Customer Service Record (CSR) system.
  • Seamless Data Processing: AI-driven algorithms enabled error-free data sorting and analysis, ensuring 100% accuracy.
  • Improved Response Time & Efficiency: By automating repetitive tasks, the workload on customer service teams was reduced by 80%, allowing them to focus on high-value interactions.
  • Massive Time Savings: With 450+ man-hours saved, the company improved operational efficiency and service availability.

Impact: Faster, Smarter, and More Customer-Centric Service

450+ Man Hours Saved - RPA Case Study

450+

Man Hours Saved

Customer Service Solutions - 90% Increase In Customer Satisfaction

90%

Increase In Customer Satisfaction

Customer Service Solutions - 100% Achievement In Error Free Data & Analysis

100%

Achievement In Error Free Data & Analysis

Customer Service Solutions Case Study - 80% Reduction In Workload

80%

Reduction In Workload

Case Study: Customer Service Automation using RPA in the BFS Industry

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