10% improvement in quality and 70% reduction in cost in customer cross sell incentive disbursement scheme

The Client


Process Transformation using RPA

Challenge

  • Increased overhead costs due to dedicated team focused on manual tracking of customer accounts to evaluate conversions for cross sold product
  • Challenge in evaluating the performance and commissions to customer care executives in cross selling products to existing customers

Solution


Automation of customer conversion tracking through RPA tool, OpenSpan

Execution

  • Bots monitors the usage of the product in the relevant application and create an incentive log for the agent
  • Manual tracking supported for all exceptions

Value Delivered


Significant overhead cost reduction

  • 10 FTE now reduced to 2 FTE
  • Improved employee satisfaction
  • Timely disbursement of incentive
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