Post sales processes in Large Polish Bank
Digital transformation in core banking processes
the Problem
Legacy systems in Customer Service area were blocking the development of new efficient.post sales customer service processes
No centralization and standarization of customer service processes (costly and problematic variants of services)
Time consuming and FTE consuming customer service processes
KPI Before
Time needed to finish the process was too long
Quantity of FTE in the process was too large
The implemented Solution
More than 100 processes in a single, reliable platform for back-office and after-sales operations.
Automated process parts execution UiPath RPA is utilized.
Standardized procedures to streamline employees onboarding and client services
Enabling customer self-service portals
§Reorganized bank branches into mainly sales units
KPI After
Time needed to finish the process reduced by 30%
Quantity of FTE in the process reduced by 50%