The Co-operative Bank is implementing an automated
business processing system to improve customer
service.
The bank is using Blue Prism software to automate manual
day-to-day processes in its customer service centre, such as direct
debit cancellations, account closures and Chaps payments. It said
greater automation of processes would allow staff to spend more
time on customer-facing tasks.
The bank has identified eight customer-related processes to be
automated, with a project completion date set for next month. So
far, three of the eight processes have been automated.
Joanne Masters, business systems manager at the Co-operative
Bank, said, "We had seen Blue Prism technology in operation,
identified the opportunities it would bring to the bank and decided
to conduct a feasibility study to automate one of our more complex
processes within the collections and recoveries division.
"Having successfully automated this first process, we were
confident that the technology could handle the automation of many
of the bank's processes."