Our Customers Say It Best
Other suppliers said our problem was too complex or hard to fix – your innovation and vision have really helped us to move forward with our operational challenges
- David Patterson,
Head of Operations Change & Delivery
Case Study: UK Retail Bank
A major retail bank were struggling with a high volume of complex compensation claims from both customers and complaints management companies (CMCs). They were aware that this was resulting in quality problems and had already invested in improvements to the process, applying lean principles and implementing RPA (Robotic Process Automation).
-
Over three thousand staff were working hard to investigate and respond to claims
-
The bank had trouble scaling human resources so they were reliant on expensive agency staff
-
Despite running a 24/7 operation they faced growing backlogs
-
Technology and processing challenges made it hard for employees to validate complaints quickly and accurately
-
It took months to train new employees to perform the process
One million pounds saved weekly in agency staff costs
-
Automated the claims process, reducing demands on staff and required training
-
Automated decision making meaning staff could focus on difficult cases, all the relevant case data was clearly presented in a single view
-
Removed reliance on agency staff
-
Convoluted processes were needed to collate and assess all relevant customer data
-
Lack of consistency led to quality issues. Auditors found that only 86% of cases were being assessed correctly
-
Errors and inability to prove due diligence put the bank and risk of regulatory fines
-
3rd party involvement meant cases could take days/weeks to complete.
-
Quality problems and delays were negatively impacting customer experience
-
Relevant customer data was stored in 26 different systems
-
Many of the systems were legacy and hard to access. Some data was held in microfiche scans
-
Most systems were not connected to each other (no APIs)
-
Information was often inconsistent or conflicting
-
Systems had complex security and availability considerations
Claim handling time reduced from 4 hours to 6 minutes
Auditors reported errors reduced from 14% to 0%
-
Average claim processing time reduced to 6 Minutes
-
Auditors found 100% of cases were now being assessed correctly
-
SmartFlow was rapidly deployed quickly solving business problems and reducing the risk of regulatory fines
-
Integrated all 26 existing systems
-
Identified data inconsistencies and provided staff with suggestions on how to resolve them
-
Used OCR to digitalise microfiche
-
Integrated with existing security model to maintain high security standards
2000+
Projects Completed
40x
Faster
Processes
£ Millions
Saved by Customers
5
Awards Won
More Use Cases
 Yellow%20credit%20card_edited |  Triangle glass recolour2 |
|---|---|
 shutterstock_298516412%20(2)_edited |  Suit tie2 |
 Add a Title |  Insurance%20Claim%20form_edited |
 Blue notebook coffee cup smaller lighter |  suit2 |
 Add a Title |  lady leaning recolour |
 Add a Title |  Yellow blue door |
SmartFlow is best suited for digital transformation of complex processes. It is usually selected for processes that involve multiple human touchpoints and complex decisions that need to be made.
Use cases include:
-
Customer onboarding
-
Complaints and redress
-
Subject access request processing
-
Lending and loan collections
-
Mortgage origination
-
Insurance claims handling
-
Insurance brokerage