Project Description

Customer Queries

Industry – Retail Banking


Transaction TIme Reduction


Audit time down from 7H

As one of the UK’s top 10 lenders the bank caters for retail and commercial customers in the United Kingdom.

Employing ~4000 FTE the bank markets itself as an ethical bank, and seeks to avoid investing in companies involved in certain elements of the arms trade, fossil fuel extraction, genetic engineering, animal testing and use of sweatshop labour as stated in its ethical policy.


  • The initial deployment of RPA focussed on 10 processes which included direct debit management, account closures and creation of audit reports.

  • The initial deployment was undertaken over a period of 12 months with ROI on individual processes typically being achieved in less than 3 months.


  • Improved levels of customer service

  • Significant improvements in speed, consistency and accuracy of processes

  • Processes built by the business users – reduced IT cost to support project


  • Audit conducted in 1 minute with automation versus 6-7 hours manually

  • 200 accounts per hour closed automatically versus 12 manually

  • CHAPS process reduced to 20 seconds automatically versus 10 minutes manually

  • Significant FTE saving (full time equivalent salaries ) in Year 1

taxation planning

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