Case Study: BANKING AND FINANCIAL

Freshly implemented RPA increases productivity, saving international bank $340K

Employee morale improved when HGS addressed IT inefficiencies with automation

Overview

As a partner of a well-known division of a multi-bank financial holding company, HGS increases agent productivity and morale through the use of automated processes—saving the client valuable employee work hours and associated costs.

14K Human hours saved by removing mundane tasks

$340K In cost savings by implementing automation

Client background

Listed as one of Forbes Magazine’s “World’s Best Banks,” our client is dedicated to the growth and success of the customers and 75 communities it serves. With 160+ facilities and 250+ ATMs throughout Texas and Oklahoma, the bank has over 3,000 employees and holds over $16 billion in assets.

Business challenge

Several disparate databases were being used internally and externally, and the bank’s IT department was fraught with mundane, repetitive, time-consuming tasks that made the agent experience troublesome and left customers frustrated. The siloed and understaffed team was spending far too long on phone calls each day resolving self-service type issues such as password resets or username requests.

In addition, organizational changes were exacerbating existing issues. Having recently taken on the new responsibility of IT, the longtime VP of the bank connected with HGS to help make their IT staff more efficient and boost employee morale.

The solution

By listening to the client and leading from a place of empathy, the HGS Digital team instituted a plan: overhaul processes and methodologies with robotics process automation (RPA) to ultimately increase agent productivity and enhance the customer experience.

Conduct LeanOps assessments of the IT service desk

Capture all existing processes and methodologies used at the company to gain a better assessment for automation
Quantify process by process for automation
Educate client on potential ROI of RPA process candidates

Automate password reset coding

Write coding for password resets, allowing our client the ability to offer self-service resets for their customers and eliminating the need for phone calls

Automate alert reviews

Automate the ability to review high-priority items first (average number of alerts sent to agents each day: 516)

Develop future RPA roadmap

Show ROI of potential RPA processes and recommend solutions

Results

During the following 12 months, more than 4,500 password reset transactions and 174,000 alert review transactions were processed.

Within that time, the addition of the alert review automation increased productivity by 110%, while average handle time (AHT) was reduced by 32%.

Meanwhile, the password reset automation increased productivity by 186%, alongside a 70% reduction in AHT.

Not only did these two automations yield nearly $340,000 in cost savings, but over 14,000 human work hours were also saved by removing the repetitive, tedious tasks, significantly boosting employee morale.

4,500Password reset transactions processed within one year

174k Alert review transactions processed within one year

110% Increase in productivity by automating alert reviews

32% AHT reduction by automating alert reviews

186% Increase in productivity by automating password resets

70% AHT reduction by automating password resets

14K Human hours saved by removing mundane tasks

$340K In cost savings by implementing automation