RPA Streamlines Account Opening Process
Key Points
- Robotic Process Automation (RPA) streamlines employee workflows by eliminating repetitive copy‑paste actions, reducing manual errors, and cutting processing time and costs.
- In the account‑opening scenario, a call‑center representative logs a credit request in IBM BPM, which triggers an IBM ODM decision service to instantly calculate the allowable credit limit.
- Without automation, the sales assistant must spend about 20 minutes manually logging into multiple systems, transferring nine data fields, duplicating values, and retrieving tax information from an external website, leading to a three‑day backlog before the account can be created.
- Implementing RPA would automate these data transfers and external lookups, allowing the account to be opened instantly and freeing the staff to focus on higher‑value tasks, thereby improving customer service and overall productivity.
Full Transcript
# RPA Streamlines Account Opening Process **Source:** [https://www.youtube.com/watch?v=loOR-nz9DGY](https://www.youtube.com/watch?v=loOR-nz9DGY) **Duration:** 00:06:56 ## Summary - Robotic Process Automation (RPA) streamlines employee workflows by eliminating repetitive copy‑paste actions, reducing manual errors, and cutting processing time and costs. - In the account‑opening scenario, a call‑center representative logs a credit request in IBM BPM, which triggers an IBM ODM decision service to instantly calculate the allowable credit limit. - Without automation, the sales assistant must spend about 20 minutes manually logging into multiple systems, transferring nine data fields, duplicating values, and retrieving tax information from an external website, leading to a three‑day backlog before the account can be created. - Implementing RPA would automate these data transfers and external lookups, allowing the account to be opened instantly and freeing the staff to focus on higher‑value tasks, thereby improving customer service and overall productivity. ## Sections - [00:00:00](https://www.youtube.com/watch?v=loOR-nz9DGY&t=0s) **RPA Streamlines Account Opening** - The segment explains how robotic process automation, together with IBM BPM and ODM, automates credit decisions and cuts manual effort and delays in creating new credit accounts. ## Full Transcript
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today we'll look at how robotic process
automation can increase employee
productivity and remove time and cost
from business processes we'll use an
account opening example to see how
robotic process automation or RPA
reduces manual processing time
eliminates copy and paste errors and
improves customer service
the process starts when a call center
rep offers a new line of credit account
to an existing customer the rep uses IBM
business process manager or BPM to
document the customer's request
including specific details about the
property being used for collateral all
other customer information will be
pulled from existing systems when a
sales assistant creates the
account when the call center rep submits
the request BPM automatically launches
an automated decision service in IBM
operational decision manager or odm that
determines the allowable amount of
credit since the credit decision
completes in real time a task is
immediately generated for a sales
assistant to manually create the new
account it takes a sales assistant about
20 minutes to open this new account but
due to a three business day backlog the
account can't be opened until next next
week it will therefore be several days
before we send the customer documents to
sign the following week a sales
assistant opens the task and sees the
information entered by the call center
rep she also sees the credit limit and a
credit limit confirmation ID that was
assigned by odm the sales assistant task
is to now use this information along
with information from two other
applications to open a new account in
the line of credit account
system the assistant starts by logging
in to the customer information Master
System she then copies the customer
number from BPM into the master system
in order to retrieve Master customer
details she then logs into the line of
credit account system in which she will
open the new
account she returns to the customer
Master System and one by one copies and
pastes all nine values into the account
opening
system she then goes to the BPM system
and again one by one copies 10 values
into 11 fields in the line of credit
System since one of the values must be
pasted into two separate
Fields she then logs into a government
website to obtain the official tax value
of the property being used as collateral
she copies the property information from
the BPM system to the valuation website
and retrieves the tax valuation and
assessment date she copies these two
values into the line of credit account
system and is finally ready to click
create account this causes the system to
open a new account and generate an
account number which she pastes into
BPM that completes this human task and
causes the BPM system to move to the
next step in the process which is to
prepare the documents and send them to
the customer for approval the sales
assistant is now ready to move on to her
next task after taking a quick break to
grab a cup of
coffee that manual task which took 20
minutes to perform required logging into
and navigating four applications and
copying and pasting 36 Fields now let's
replay the exact sequence of events
using robotic process automation RPA is
able to record all the actions performed
by the sales assistant and then play
back the actions on command this
includes logging into
applications navigating to specific
screens controlling applications using
the mouse or keyboard and copying and
pasting values between
applications let's watch as IBM RPA
completes this account opening task less
than 45 seconds after the call center
rep clicks the submit button
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using RPA we were ready to send
documents to the customer 45 seconds
after the call Center rep finish
speaking with them which is a much more
efficient and effective outcome than
having to wait three business days for a
sales assistant to spend 20 minutes
performing this repetitive and error
prone task the benefits of using RPA in
this example are pretty clear first we
were able to respond to the customer in
45 seconds versus five calendar days
second we eliminated the copy and paste
errors that often occur in as many as
10% of manually copied customer records
and third we can free up our people from
this type of mundane and repetitive work
so they can focus on the things that
humans do best things like providing
personal empathy to customers or using
creativity to solve problems or find new
business
opportunities IBM robotic process
automation along with business Process
Management and operational decision
management can help increase employee
productivity and improve customer
service and who knows maybe now your
employees will visit the coffee machine
to boost their creativity instead of
just to stay awake give us a call or
come see us online so we can help you
take advantage of Robotics in your
business automation
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