The multinational organisation operates multiple brands across the e-cash, payments processing and digital wallets spectrum, serving over 145 thousand customers of varying size and scale.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Challenge
Following a period of rapid growth through acquisition, The company was looking to achieve enterprise-wide operational efficiencies and alignment. In order to do this, they chose to focus firstly on their customer services, merchant operations, risk and compliance functions.
The company’s fast-paced expansion had resulted in a lack of process consistency & standardisation across their acquired brands. The numerous manual and non-transparent processes at play were something The company was keen to address.
Additionally, in the face of increasing industry regulation and compliance requirements, The company was eager to stay ahead of the curve in responding to these changes, whilst also maintaining the relentless customer focus and agility that is at the core of their DNA.
What did
TAISE do
The Insurance company & TAISE’s shared appreciation for the power of combining scale and global reach with flexibility and agility made our partnership an obvious choice. TAISE have been working with the company since November 2020 in 2 key workstreams: Automation Delivery and Mobile Chatbot Migration, supporting the company’s Automation365 team specialising in Cognitive and Robotic Automation.
Automation Delivery – TAISE are working with the company’s Automation365 team to identify, design, build, test and deploy automated solutions using UiPath Automation Software. Thus far TAISE have delivered 28 Automations across 3 core business functions: Merchant Services, Consumer Services and Risk.
Mobile ChatBot Migration – TAISE led the migration of chatbots from a web browser platform to mobile platforms (Android and iOS). In addition to this, TAISE has implemented an intermediate communication layer to enable a seamless handoff between chatbot and live agent providers to win and support new deals.
The Results
- 30+ processes delivered
- Over 30,000 hrs delivered back to the business
- 100% SOX compliance in Settlement process automation
- >95% success rate of bot case completion
- SDK delivered for native platforms, enabling Virtual & Live agent communications across multiple mobile platforms
