Case Study
Overview
A leading retail banking institution automated the complex workflow of card and PIN pull requests to reduce fraud risk and improve customer service.
BUSINESS CHALLENGES
- Complex process when customers delay or divert card/PIN orders
- Need to alert suppliers instantly to prevent security issues
- Lack of structured data increased error and fraud risks
- Limited staffing to meet high request volumes
SOLUTION IMPLEMENTED
- A structured web-form built for advisors to ensure standardized data entry
- Digital Workers analysed incoming requests and identified same-day actions
- Automated instruction sent to suppliers to pull relevant notification letters
Impact Delivered
100%
Success Rate
Process completion success rate
Improved
Customer Experience
Faster processing leading to better CX
Reduced
Fraud Risk
Through accurate data capture
Higher
Productivity
Significant resource optimization