Case Study

Retail bank with 3 Million customers

  • Challenge

    A back-office team takes care of the 750’000 yearly address changes of retail customers. More and more address changes are communicated by the customers online via their e-banking. Once the address change is submitted online, the back-office employees manually update it while following a strict business process and operating several IT systems.

  • Solution

    The solution of Swiss Post Solutions processes the address changes by applying Robotic Process Automation. The robots work on existing systems, verify the information submitted by the clients and forward exceptional cases to the employees so that they can manually process it. The robots work with rigorous accuracy and also outside office hours always following the underlying business rules.

  • Benefit

    The benefits to this bank include:

    • Robots work 24/7
    • Employees have more time to focus on complex cases
    • The process is optimized without data leaving Switzerland
    • Legacy systems do not need to be modified as robots work on existing systems

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