Case Studies

Enabling AI-Led Customer Service & Automating Decisioning Engine

FE Credit – with over 10 million customers & 50% market share, is the largest lending organization in Vietnam. As a fast-growing company, the objective was to automate decisioning engine for underwriting & claims.

30%

drop in operating costs with minimal change requests

$400,000

revenue gain within first 60 days

Providing Superior User Experience on the APP

Rainbow Group - a digital technology-focussed financial institution - offers personal loans in over 57 provinces in Vietnam. Rainbow's objective was to have a simplified & unified solution covering their CRM, HRMS & FMS

100%

automation of business processes including bill tracking

ZERO

accounting errors, minimizing record-keeping redundancy

Digitalizing Customer Servicing & Management for Enhanced Productivity

EXL is a digital transformation company with operations in over 10 countries and customers from multipledomains. One of its customers, a real estate insurance firm, wanted to digitalize its manual processes intheir entirety.

Objectives
  1. Automate End-To-End Workflowof Customer Management
  2. Enable Configuration of Customized Process
  3. Setup an Alerting Engine to Sendnotifications to Customers
Solution

Taking an agile approach, we designed an end-to-end automation solution with BPM & RPA

Built a Digital Module That Can Automate The Complete Workflow of an Agent When Adding,Servicing, and Updating Customer Requests.

Equipped The Module With Automated Features to Configure Different Rules for Every Customer Account and Use Case

Impact
  • 100% automation of customer servicing and management
  • Drop in errors reducing current manual report errors of over 80%

Optimizing Process for Improved Efficiency

A public–private global health institute with the goal of increasing access to immunization in poorcountries. The objective of the institute was to optimize the process & improve efficiency.

Objectives
  1. Automate End-To-End Workflowof Customer Management
  2. Enable Configuration of Customized Process
  3. Setup an Alerting Engine to Sendnotifications to Customers
Solution

We designed an BPM-led end-to-end automation solution

Optimize Process After Identifying The Steps That Can be Automated

Automating Onboarding, Off-boarding & Internal Transation Processes and Use Case

Improve Efficiency By Reducingmistakes & Improving Visibility

Impact
  • Drop in onboarding process from earlier days to minutes
  • Zero errors reported as the process was completely automated

EFFICIENT BANK-FRIENDLY SYSTEM FOR TIMELY RESOLUTIONS

British multinational investment bank and financial services holding company and the second largest bank inEurope. A banking institute's new system for ingesting, triaging, and handling alerts from global regulatorybodies, letting the institutes ensure efficient and timely response to compliance issues as they arise.

Objectives
  1. REDUCING HUMAN INTERVENTIONTO REDUCE HUMAN BIAS
  2. STREAMLINING ALERT PROCESSWITH RPA WORKFLOW
Solution

Via an agile approach, we designed an end-to-end solutions using Appian

ANALYZE CURRENT AS IS PROCESS ANDIDENTIFY ALL THE STEPS THAT WOULD BEAUTOMATED

IMPLEMENTED END TO END BUSINESS PROCESSSOLUTION FOR CREATION AND TRIAGING OFALERTS

Impact
  • Improved efficiency
  • Reduced manual errors
  • History management

Improving Vechile Quality & Problem Solving Between Suppliers & FCA technical Experts

FIAT - an international automobile manufacturer - approached us with an objective of improving vehiclequality & problem solving between its suppliers and its technical experts.

Objectives
  1. Reduce Warranty Spendvia Improved Quality
  2. Implement Easily Managed Processes, Eliminating Manul Steps
  3. Improve Process Life Cycle of Issue Identification & Correction
Solution

We developed an integrated, end-to-end platform to revive existing legacy system:

Business Rules Management
to Give The Ability to Business Users to Update the Business Ruless

Reporting & Analytics
to Provide Users with one Place for Metrics, Analytics, Dashboards & Work Assignment and Use Case

Multiple System Integration
Built one System to hold Data From Multiple System & Used Assor

Impact
  • ONE platform to replace 6 legacypart-return & warrantyrecovery applications
  • SINGLE VIEW for metrics, analytics, workassignments, etc.
  • DROP in warranty spend via improvedquality & increased recoveries

REDUCING TIME PER CASEHANDLING FOR TRAVEL COUNCILORS

CWT is a travel management company managing business travel of nearly 33% FTSE 100 companies.With per day volume of 60,000 calls & 70,000 mails, the firm wished to offer seamless customerexperience & reduce time per case handling

Objectives
  1. REDUCE CUSTOMER HANDLINGTIME BY TRAVEL COUNCILORS
  2. REDUCE OPERATING COSTS &HUMAN ERROR
  3. REDUCE MULTIPLE SERVICECALLS & MINIMIZE WAITING TIME
Solution

We designed an end-to-end RDA & RPA Processes to offer an agile solution:

PACKAGE SERVER TO STORE PACKAGES ASREPOSITORY

ROBOT MANAGER FOR MANAGINGPACKAGES

STS SERVER FOR AUTHENTICATIONALONG WITH SAML

UPDATE - SYNCHRONIZE SERVER FOR SEAMLESS UPGRADE OFROBOT RUNTIME

Impact
  • $4 MN saved in operational costs
  • 98% drop in refund creation time (from 16 minutes to 10 seconds)
  • 7000 robots deployed for travelcounselors across desktop & Citrix