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CASE STUDY
Implementation of Automation and Workflow Management to Customer Onboarding: A Multi-Channelled Approach for a UK’s Retail Bank
Effortless onboarding, happier customers: ZetaRP’s solution elevates the UK bank’s customer experience to new heights.
Client Overview
One of the most renowned retail banks in the United Kingdom, provides an extensive array of financial services to a diverse clientele via its numerous branches. It struggles to add new customer records due to the traditional delivery of scanned forms and supporting documents from the front office. The bank enlisted ZetaRP to integrate customer records effectively.
Challenges Faced
- Manual handling of customer onboarding
- Reliance on physical documents and scanned copies
- Time-consuming task allocation and validation processes
- Limited adaptability to diverse input sources
- Inefficiencies, potential errors, and inconsistencies in turnaround times for customer onboarding
Solutions Implemented
To address these challenges, ZetaRP offered the following transformative approach involving workflow management and automation:
- Development of an advanced interface connecting the customer information module with the teller system and online banking system.
- Introduction of dynamic workflow management.
- Expansion of input channels.
- Data transformation through an automated process built in the AS400 platform.
Results Obtained
The implementation of the ZetaRP’s proposed solution led to:
- Significant improvements in overall productivity.
- Improved resource utilization and task prioritization.
- Data accuracy.
- Reduced operational costs.
- Enhanced customer satisfaction.
- Compliance with regulatory requirements.
- Adaptability to evolving customer onboarding demands.
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