The Co-operative Bank is implementing a new automated business processing system from Blue Prism to improve customer service.
The bank is using Blue Prism Automate software to automate a number of highly manual day-to-day processes within the bank’s customer service centre operation, such as direct debit cancellations, account closures and CHAPS payments.
The bank said greater automation of processes would allow staff to spend more time on customer-facing tasks.
The Co-operative Bank has initially identified eight customer-related processes to be automated, with a project completion date set for next month.
Joanne Masters, business systems manager at the Co-operative Bank, said, “We’d 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 Blue Prism technology could handle the automation of many of the bank’s processes.”
So far, the bank has automated three of the eight processes specified.