1 Customer

  • Process Transformation using RPA

2 Business Situation

  • Increased overhead costs due to dedicated team focused on manual tracking of customer accounts to evaluate conversions for cross sold product
  • Challenge in evaluating the performance and commissions to customer care executives in cross selling products to existing customers

3 Solutioning

  • Automation of customer conversion tracking through RPA tool, OpenSpan

4 Execution

  • Bots monitors the usage of the product in the relevant application and create an incentive log for the agent
  • Manual tracking supported for all exceptions

5 Value Delivered

Significant overhead cost reduction
  • 10 FTE now reduced to 2 FTE
Improved employee satisfaction
  • Timely disbursement of incentives

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