The bank faced issues in fulfilling the service requests for waiving charges, which were already debited to the customer. The process was error prone and time consuming requiring 48+ hours to fulfill one customer request, resulting in low productivity.
Solution
Datamatics performed a detailed analysis of the as-is scenario and implemented a solution powered by its Robotic Process Automation product, TruBot. The bot used credentials from the credentials vault to log in the core banking system and performed a series of validations. Only if all pre-defined conditions were fulfilled, the bot reversed the charges through multiple touch-points.
