The financial services industry mainly benefits from harnessing advances in automation as RPA tools allow increasing integration between financial services and customer needs. The critical process for the customer service department is the onboarding process, which includes administrative tasks consisting in manually entering and verifying information about new customers.
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The company wanted to manage leaves and other forms of employee absence. They used a tool (a web application) for applying for leaves, accepting applications from superiors and reporting sick leaves. Basing on monthly statements, the internal HR department performed payroll calculations using another offline HR software. The majority of work was done manually, thus the process had to be performed repeatedly every month.
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Although the company has been successful in gaining leads and new customers, it has not been doing well in terms of customer retention, with the number of extended policies decreasing by a percentage each year. The company was not in regular contact with customers and overdue with offers concerning the extension of purchased insurance options.
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The petroleum market is very specific. Importantly the fuel industry is regulated, it requires many restrictions. A detailed verification of contractors is one of them. The client prepared regular reports resulting from characteristics of his business and required to run it. The reporting process was cumbersome for the employees due to the repetitiveness, arduousness, and demanded early morning hours for generating documents.
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