Co-operative Financial Serviceshas
extendedits deployment of Blue Prismsoftware
to automate the daily process of accepting or rejecting direct
debits, cheques and standing orders on accounts with insufficient
funds.
This latest project follows the bank's implementation of Blue
Prism software in 2005 to improve customer service by
automating manual processes in its customer services
centre.
Blue Prism's Automate software has freed up nine staff members
and reduced by four hours a day the time required to review about
2,500 higher-risk accounts and decide whether to process or reject
payments based on the account holder's profile.
"The business case for this project was to redeploy staff from
manual roles into customer-facing account management roles, reduce
the time taken by the process, and to manage all accounts with the
same accuracy and consistency," said Joanne Masters, business
systems manager at Co-operative Financial Services.
Masters said Blue Prism manages the whole process with very
little human intervention required. Blue Prim's integration tool
enables non-technical users to replicate the manual steps taken by
clerical staff and interact with the bank's core systems
non-invasively, she said.
Since beginning the automation process using Blue Prism
software, the bank has been able to move 50 staff from back-office
processing to front-office customer service.