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Find out how the Blue Prism platform helped the Co-operative Financial Services automate its excess queue procedure, improving efficiency by 80%.

The excess queue procedure is carried out daily to accept, reject and return direct debits, cheques and standing orders as a result of the customer having insufficient funds to meet payments. Overnight BACS processing results in a daily ‘queue’ of customers with payments due to leave their accounts and with insufficient funds to meet these payments.

Overview

  • Redeployment of employees into proactive customer account management roles
  • 80% of process now automated
  • Increased inbound customer-service call levels
  • Significant improvement of consistencies around customer account management
  • Creation of ‘virtual team of 20 employees’ ensures processing deadlines are met each day

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