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International bank

Case Study

International bank builds successful customer workforce during COVID-19

  • Economic challenges related to COVID-19 led to astronomical increase in volume of customers seeking to skip mortgage payments
  • Implemented Pega RPA as the scalable solution to backlog of 50,000 requests
  • Cleared client request backlog in just five days

“Using automation helped our colleagues with additional virtual capacity to process customer requests faster and ultimately helped our clients to manage their mortgage challenges. This is a big win.”

The Business Issue

A leading financial institution faced unprecedented challenges when COVID-19 hit. The global pandemic led to an astronomical volume of customers seeking to skip mortgage payments – a spike in requests that their internal workforce could not process in a timely manner.

The Solution

The company turned to automation in order to clear the growing backlog of customer requests and deliver a scalable solution. It turned to Pega RPA to automate the mortgage backlog and heavy backlog of customers requesting to defer payments.

The Results

In the face of a global pandemic, the leading financial institution used Pega RPA to:

  • Successfully build and deploy 40 bots in eight days
  • Process 6,300 end-to-end requests from a total of 10,000 requests over two days
  • Clear out the initial backlog of requests in just five days
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Industry: Financial Services Product Area: Robotic Process Automation Solution Area: Customer Service
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