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Case Study

The Co-operative Banking Group Achieves 80% Savings in Processing Costs

"“The Bank is committed to proactively supporting customers. The business case for the project was to redeploy staff from manual roles into customer-facing account management roles, to alleviate the daily time pressure of having to complete all processing by a 3 p.m. deadline and to manage all customer accounts with the same degree of accuracy and consistency"
Joanne Masters Business Systems Manager, The Co-operative Bank

Co-operative Banking Group Automation 

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.


  • Redeployment of employees into proactive customer account management roles
  • 80% of process now automated with banking automation 
  • 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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