Markets
Engineering offers a wide range of products, services and projects, organised in 11 portfolio areas.
Discover more
Technologies
Engineering complements its offerings by grounding the value of technologies that enable Clients in Digital Transformation.
Discover more
Platforms
With 40 years of experience, we have developed a portfolio of proprietary platforms, frameworks and tools for the digital transformation of our Clients' business processes.
Discover more
Papers
Discover more
Stories
Discover more
Podcasts
Listen to Engineering podcasts on computing and technology: AI, Big Data, Blockchain, Cloud, Cybersecurity, IoT and more...
Discover more
Events
Discover more
Solutions
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)
![]()
Automation of processes to enhance the human component of Industry 4.0.
To know more
Case Study
PASSPAY Conad: the new payment frontier
Changing the world we live in also means revolutionizing the shopping experience to make it increasingly easier and faster
Case Study
Strategic approach to compliance
An operational model for collateral management for OTC derivatives, starting from the requirements introduced by the regulation EMIR.
Case Study
Intelligent Automation: RPA and Chatbots for user credential management
We developed an automation project for user credential management in Home Banking, integrating the process with a chatbot.
-
Case Study
PASSPAY Conad: the new payment frontier
Changing the world we live in also means revolutionizing the shopping experience to make it increasingly easier and faster
-
Case Study
Strategic approach to compliance
An operational model for collateral management for OTC derivatives, starting from the requirements introduced by the regulation EMIR.
-
Intelligent Automation: RPA and Chatbots for user credential management
We developed an automation project for user credential management in Home Banking, integrating the process with a chatbot.
Recommended for you
Explore additional content associated with the topic
© 2025 Engineering | VAT: IT 05724831002