Our client needed to enhance customer service by improving the speed and accuracy of customer query handling, while reducing FTE headcount.
They formed an internal ‘Process Improvement’ team to identify and automate manual repetitive activities by assessing steps of the process against an automation potential framework, and configuring a robotic process automation solution to perform the identified activities through a process automation approach.
reduction in processing time
headcount reduction identified
processing backlog cleared and business continuity ensured with no operational impact on existing systems
projected return on investment
‟What I really loved was the process that Partners in Performance took us through to review and select suitable processes for automation and how well the team worked and collaborated with our team onsite. The behaviour this can drive in our teams is very exciting. It highlighted that different parts of the business need to provide higher quality data inputs to improve efficiency downstream.”
Division Director, large commercial bank