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Co-op Bank automates to boost client service

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."

 


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