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