Robotic Process Automation
-Office Solution
Israel’s fastest growing bank improves turnaround time Israel’s fastest growing bank improves turnaround time and process and process and process accuracy significantly using Robotic Process accuracy significantly using Robotic Process accuracy significantly using Robotic Process Automation for CRM related user transactions
Office Solution provided a robotic process automation
Background and Business Problem
The customer, one of Israel’s fastest-growing banks, operates across the country and uses a packaged CRM application to streamline operations. However, with an increasing customer base, the bank faced the challenge of managing hundreds of user creation, modification, and deletion requests within the CRM. Each task required manual handling due to the absence of an API from the CRM vendor, resulting in slow operations and a high turnaround time (TAT). This inefficiency created a backlog and hampered the bank’s business operations.
Business Challenges
The bank’s user management processes were complex and time-consuming:
- No API Support: The CRM vendor didn’t provide APIs for bulk user creation or data entry.
- Manual Processes: User creation involved two steps: a web-based thin client interface and a thick client Windows-based application to assign roles, branch associations, and rights.
- High Turnaround Time: Due to the manual processes, there was a constant queue of pending user transactions, leading to delays and impacting business performance.
- Increased Operational Load: These manual tasks were repetitive and mundane, putting additional strain on resources and systems, particularly the CRM.
Our Approach
Solution
- Data Integration: User creation data was pulled from the HR application, while modification and deletion data were taken from the service desk system.
- End-to-End Automation: The RPA mimicked human actions to automate all user transactions, from creation to role assignment and rights configuration across the web and Windows applications.
- 24/7 Operations: The RPA performed these transactions outside of business hours, reducing the load on the CRM system and enhancing its performance.
Approach and Outcomes
- Reduced Processing Time: The automated process took less than half the time of manual handling.
- Improved Accuracy: Automation ensured compliance with standard operating procedures, eliminating human error.
- Increased Efficiency: All backlogged user creation requests were cleared immediately, and daily requests were processed on the same day.
- Enhanced CRM Performance: The scheduling of user creation tasks outside business hours helped reduce server load, improving overall CRM efficiency.
- Real-Time Reporting: Office Solution provided run-time reports through its analytics feature, offering insights into user management activities.
Value
- 95% Savings in Man-Hours: The manual effort required for CRM user management was reduced by up to 95%.
- Significant TAT Improvement: The turnaround time for user creation and modifications improved drastically, from several days to same-day completion.
- Process Accuracy: The automation ensured 100% compliance with standard procedures, enhancing data accuracy and consistency.
- Scalability: Following the success of the CRM automation, the bank implemented Office Solution’s RPA for other business processes, leading to further operational efficiencies.
Tech Stack
- Robotic Process Automation (RPA): Office Solution RPA platform for automating CRM user-related tasks.
- HR Application Integration: Data sourcing for new user creation.
- Service Desk System Integration: Data for user modifications and deletions.
- Thin and Thick Client Interfaces: Web and Windows-based applications used for managing user roles, branches, and rights.
why Choose Office solution?
Ready Adapters
For many applications and system
Industry's Best
Spreadsheet processing speed, Arguably Fastest RPA Engine
Automation Platform for Digital World
Workflow, Chatbot, Robotfarm, Ul drivers, API Quick Integration platform, OCR, Ready algorithms
Start small
and then go big (Licensing based on Process and not machines)
Enterprise grade RP
Security, Audit trail, Reporting, Scale, Speed, Horizontal scaling, Self-Service
Partners & Professional service
Speed of Development
