A regional Bank identified manual, complex processes with numerous decision steps as key inhibitors to employee productivity and delivering an excellent customer experience. In order to follow these processes, the employees had to navigate dozens of screens and complete hundreds of fields for each account type. This resulted in high error and reprocessing rates to do research and data correction. It also required lengthy new hire and ongoing training.
The Bank’s new Smart Desktop is a desktop analytics solution allowing for real-time process intelligence and automation. The solution provides Single Sign On and specific automations to accelerate processes such as customer search, caller authentication, card and account maintenance, order checks and interaction/transaction wrap up.
This new desktop analytics solution has resulted in over 50% velocity (productivity) increase across the department and an initial indication of error and rework reduction over 20%.