Transforming Operational Efficiency with TruBot for a Leading Bank

The client is one of India’s most prominent public sector banks, renowned for its extensive reach and long-standing presence in the country’s banking sector. With a vast network of branches serving millions of customers across the nation, the bank plays a pivotal role in the Indian financial ecosystem

The Challenge: Customer Service Delays

The bank faced significant challenges in efficiently handling service requests for waiving charges that had already been debited to customers. This particular process, critical for customer satisfaction, was both error-prone and time-consuming, often requiring more than 48 hours to fulfill a single request. The repetitive nature of the task and the manual involvement at multiple stages of the workflow created substantial delays, leading to increased customer frustration and diminished operational efficiency.

These issues not only affected customer satisfaction but also resulted in low productivity across various teams. The challenges were acutely felt by the bank’s CIO, who was under pressure to drive technological innovation while optimizing operational costs and improving overall service delivery. The inefficiencies were directly impacting key performance indicators (KPIs), such as transaction processing times, error rates, and overall service speed, which in turn hindered the bank’s ability to meet its long-term strategic goals.

The Solution: Streamlined Service Fulfillment

Datamatics conducted an in-depth analysis of the bank’s existing processes to understand the inefficiencies and pain points. Based on this thorough assessment, Datamatics implemented a tailored solution leveraging its Robotic Process Automation (RPA) product, TruBot. TruBot seamlessly integrated with the bank's core banking system, using credentials securely stored in the credentials vault to log in and initiate the process.

The bot then carried out a series of automated validations to ensure all pre-defined conditions were met before proceeding. Only when these conditions were successfully fulfilled, did TruBot reverse the charges through multiple touchpoints in the system, ensuring accuracy and compliance at each step. This automated approach eliminated manual errors, reduced processing time, and allowed for faster, more efficient fulfillment of service requests, significantly improving overall productivity.