After an initial pilot across Norway, Sweden, Denmark and Finland, Santander Consumer Bank set up a central team to manage the governance and structure of the bank’s RPA implementation.
The financial institution rapidly deployed 150 intelligent bots from Automation Anywhere running across four Nordic countries to deliver increased process efficiencies from the front office to the back-office.
Before implementing RPA, the processing of loans and financial applications was a time-intensive, manual process. By automating the process, Santander Consumer Bank was able to increase efficiency and improve the customer experience by processing and updating all account activity in real-time.
Santander estimates it saved more than 30,000 hours in processing time in 2019. The decrease in manual work has resulted in improved customer service and alleviated delays in account updates.
An additional benefit was enhanced employee satisfaction as time saved has allowed employees to spend more time with customers and meet service level agreements without having to work overtime.