A large BFSI company automates customer service requests for reversal of charges
BFS
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One of the leading international banking and financial services companies
Challenges
The bank found it challenging to manually reverse the waived-off charges which were already debited to the customer in a timely manner.
It was a tedious and error-prone process and had a long turnaround time.
Solution
Datamatics implemented Robotic Process Automation (RPA) solution using a multi-bot architecture. The bots automated the process right from downloading the service requests from CRM, creating a list, logging into the core banking system, reversing the charges through multiple touch-points, and finally closing the service request.
