Co-operative Financial Services has extended its deployment of Blue Prism software 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.