A large building society in the UK was facing challenges manually onboarding clients across mortgage, savings and bond products—all with a volume of backlogs looming.
Since the legacy systems required substantial staff training, ramping up team members took away time from processing applications and onboarding new customers. As part of a wider digital transformation program, the client used automation to accelerate change and improve operational resilience.
Elimination of peaks and troughs with less intensive manual workloads
Working with Tquila and the UiPath automation platforms, the client was able to automate four processes across mortgage retention and product switching, savings onboarding and application processing, savings retention and bond processing, and mortgage underwriting and administration.
Results
- Saved time and cost equivalent to 9 FTEs
- Growth without increasing headcount
- Improved customer and employee experience