International bank builds successful customer workforce during COVID-19
“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