ROBOYO X SANTANDER
Roboyo is a long-standing partner of Santander - on this project we helped them overcome the challenge of non-integrated systems and implemented both pilot and scaling intelligent automation programs that exponentially increased accuracy, speed and efficiency.
To stay ahead of customer expectation, Santander came to Roboyo to help accelerate varying levels of automation maturity across multiple geographic markets.
Our client: Santander is the 16th-largest banking institution in the world. They are a large customer-focused bank and possess the scale and breadth of proposition to challenge the big four UK banks. They serve their customers through digital channels, alongside a network of branches and Corporate Business Centers. Santander have over 14 million active UK customers and 7 million digital customers.
Roboyo created digital workers that processed data updates 60 times faster, reducing transaction times from 5 minutes to 5 seconds.
By automating Master Data updates from multiple input documents, we delivered an accuracy rate of 100%, significantly reducing service wait times.
Through a 100% automation of data migration and report updates, our program freed 3 FTEs from repetitive, robotic tasks.
Due to non-integrated systems, changes in customer personal data required a huge volume of manual work to update.
This degree of human intervention was causing a significant backlog of requests.
Waiting times for data changes was increasing and, in some cases, took days. This was creating a poor customer experience, far below Santander’s standards.
Intelligent Automation in Banking.
We supported Santander analysing and scoping the Master Data management processes to identify the scope of implementation.
Within a 4-week period from requirements definition to deployment, we then implemented a Blue Prism bot.
Our solution now updates data changes in customer name, address, bank details, TIN number, contact data and document number in 4 non-integrated systems, across Mainframe and Web portals.
Master Data changes are now processed automatically, around the clock and without human intervention.
Just one bot processes over 26 thousand enquiries per year at 60 times the speed and with zero errors. Process times went from minutes to seconds, significantly reducing customer service request response times. Santander was also able to deploy employees for higher-value tasks.
As a result, Santander asked us to assist their businesses in Portugal and France.
The ROI is convincing and the quantitative advantages are significant: 40% – 60% improvement in operational efficiency, 25% – 50% cost savings and a 40 – 60% reduction in company response times are just three examples. Our customers get better service and our employees can focus on higher-value tasks.
Ulrich Lupprian, Project manager & Team lead, Santander