U.S. regional credit union

The client is a USA regional financial company offering loans, tax and banking support for various purposes. The call center and client support serve hundreds of clients monthly. 

The main challenge was to reduce manual operations routine, to automize call center and serve a bigger flow of clients with less resources spent.

Issue Resolution and Go Live support for complex automation

MD Cloud experts offered a comprehensive solution to optimize call center and manual routine procedures related to client accounting, data management and support process recording. What was offered:

• Preparing attended RPA to optimize customer search for Call Center
• Preparing Unattended RPA for automatic loan write offs
• Supporting UAT and Go Live activities

As a result, MD Cloud offered a modern digital RPA solutions for process automation, and during a few weeks the solution started showing great results.

After the RPA automation, the financial company could reduce average handling time for incoming client’s calls, and add less efforts of back Office to perform routine loan write off operation

The main results are as follows:

• Implemented Attended Robot integrated with corporate Call Management System
• Implemented Unattended Robot reducing efforts of Back Office
• Automated Calling Party information search performed in multiple systems
• Automated loan write off process
• Reduced effort and increased speed of Call Center services
• ROI achieved and exceeded in less than a year

MD Cloud team offers continuous support and keeps improving client’s processes with RPA technologies offered.