Case Study
Stop to routine activities
Adopting RPA technology, we have automated the entire fraud management process carried out by the Italian leader in digital payments.
Where: italy
Where: italy
Challenge
The Client provides customer service, debt collection and telemarketing through Helpline, its 24/7 contact center of 500 employees managing 650k calls/month. The Back Office focused on credit cards fraud management, needed to improve its efficiency reducing low-value-added repetitive tasks that impact "alerts" analysis made by agents and reduce the tension due to pressing SLAs.
Approach
The Client offers digital payment solutions and payment acceptance services, targeting both private and public clients and managing more than 40 million payment cards.
Engineering D.HUB followed an approach based on consolidated phases and methodologies, exploiting its strong experience on RPA technology (Robotic Process Automation) in order to define the project feasibility, benefits and KPIs.
Solution
The solution has been developed using NICE platform to automate the “wrap-up” phase of the entire credit cards Fraud Management process, including the following activities:
- Data entry (including tickets), database entry and creation/sending of email claims.
- Cards suspensions, including warnings about those cards whose suspension are expiring.
- Information material about the individual case and its outcome, including the sending of the e-mail to the appointed agent who decides if the outcome of the wrap-up phase is satisfying or not.
The solution introduced a virtual workforce composed of robot software able to manage all the repetitive tasks which are carried out daily by employees.
Results
100% compliance to planned SLAs
Improved employees satisfaction
8000 alerts managed each month
Technologies
Intelligent Process Automation (IPA)
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Intelligent automation enhances the human component, transforming work and business interactions.
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