Staff at Dutch financial institution Rabobank were looking at how to make their processes increasingly efficient by reducing the time staff spent on core tasks, which, in turn, would save costs and improve customer experience. The Operations Chain Support business unit was keen to use automation but didn't know where to start.
Ricoh set up a 'Centre of Excellence' at Rabobank, where Ricoh Business Process Analyst consultants helped Rabobank's robotics engineers to create an automation strategy, build a proper infrastructure and standardise processes. They also helped to manage and organise robots and embed RPA in the organisation.
The preparation of annual redemption statements for customers was identified as an area of particular inefficiency; typically the process took 70 minutes to complete and staff prepared more than 27,000 per year. The team succeeded in building a robot that can access and collate all the necessary data into a client statement, producing the final sheet in just 5 seconds - 840 times faster than was previously possible. The resulting statements are highly accurate and enable staff to work much more efficiently, which results in greater customer satisfaction. Other examples include the creation of a robot that reduces the preparation of a consultancy meeting from 41 minutes to 6 minutes, and an email robot that has taken over the work of 40 FTE.
- Challenge: Digital workflows and processes
- Industry: Financial Services
- Business size: Large business
- Service Line: Business Process Services