The Client
Process Transformation using RPA
Challenge
- Increased overhead costs due to dedicated team focused on manual tracking of customer accounts to evaluate conversions for cross sold product
- Challenge in evaluating the performance and commissions to customer care executives in cross selling products to existing customers
Solution
Automation of customer conversion tracking through RPA tool, OpenSpan
Execution
- Bots monitors the usage of the product in the relevant application and create an incentive log for the agent
- Manual tracking supported for all exceptions
Value Delivered
Significant overhead cost reduction
- 10 FTE now reduced to 2 FTE
- Improved employee satisfaction
- Timely disbursement of incentive