Use case: Robotics

“Cost savings by deploying Robotic Process Automation in the Know Your Customer process at a large Dutch bank.”

Client challenge

A large Dutch bank is to verify the identities of its clients in order to prevent financial crime. In order to process the large number of files successfully and on time, the quality of the assessment carried out and a short turnaround time per file are essential. In the current, manual execution, employees spend a lot of time on repetitive standardised actions, and above all it is not always clear which customer files can be processed.

Approach

The Smart Automation and Quantitative Solutions team first organised a workshop with the client in which the current process was mapped. Subsequently, a follow-up workshop identified the inefficiencies within the current process and an approach for optimisation was determined resulting in applying RPA technology.

Result

The robot that has been built and implemented ensures that all files, from different subsystems, are available in a centrally accessible environment. As a result, the bank employees can systematically process the client files in this central location based on complexity.

In addition, actions such as updating the status of a file and generating client-specific questionnaires are taken over by the robot.

Through the application of RPA, the turnaround time of a customer dossier has been reduced by approximately 30 minutes. Employees thus have more time available to deal with more complex issues and thus provide more added value with higher job satisfaction.