One of the largest banks in Ireland has over 75 branches and call centers across Ireland and looks after the banking needs of more than a million people.
However, some laborious manual processes were compromising the bank’s ability to look after those million plus customers with absolute efficiency.
These manual processes were prevalent at different points along what the bank called its “service journeys”.
For the bank, a service journey is something a client does at a bank branch. For example, a customer coming in to change their address by submitting supporting documentation. The bank counted they have 230 service journeys and most of these required manual processing. This was both time consuming and prone to human error.
They set out to automate around 20 service journeys with the highest usage volumes. The goal was to save bank operators time and increase the quality of the data that enters the core banking systems. This would then pave the way for automating other service journeys at a later stage.