Extraco Banks 利用 Nintex RPA 增强客户体验
技术
- 分析与建模 - 过程分析
- 分析与建模 - 机器人过程自动化 (RPA)
适用行业
- 设备与机械
- 金融与保险
用例
- 租赁金融自动化
- 物料搬运自动化
服务
- 系统集成
关于客户
Extraco Banks 于 1902 年在德克萨斯州韦科成立，是一家棉花压缩和仓储企业。如今，Extraco（Exporters and Traders Compress 的缩写）是德克萨斯州中部最大、最全面的独立金融机构，拥有超过 15 亿美元的资产，在 15 个分支机构拥有 120,000 名客户。 Extraco 采用了专注于消除浪费和流程改进的精益文化。 2016 年，该银行意识到需要实施新技术以保持领先地位并与大型国家银行竞争，包括投资流程自动化工具。
挑战
Extraco Banks 是一家社区银行，拥有超过 15 亿美元的资产，在 15 个分行拥有 120,000 名客户，其远程存款获取 (RDC) 审批流程面临着挑战。该流程由银行呼叫中心工作人员每天两次人工审核和批准，耗时且效率低下。该银行希望实现此流程的自动化，以解放员工并加快客户的流程。该银行最手动的流程之一是批准 RDC 请求。 Extraco 的呼叫中心团队只有 15 人，除了处理客户来电和提出问题外，还负责审查 RDC 请求。手动流程意味着客户必须等待数小时，有时甚至数天，才能知道他们是否获得远程存款提取批准。缓慢而漫长的审批导致人们致电该银行的呼叫中心，其中远程存款提取请求是最常见的投诉之一。
解决方案
Extraco Banks 决定实施 Nintex RPA 来自动化远程存款获取审批流程。借助 Nintex RPA，远程存款获取请求现在可在三到五分钟内完成，并且每天每小时都会处理（如果有请求）。客户不再需要等到周一早上才能处理周六的非工作时间请求。 Extraco 与 Nintex 团队合作，仅用了 12 小时就构建了该解决方案。现在，Nintex RPA Botflow 每小时检查在线门户是否有 RDC 请求，并处理任何现有请求。除了审查 RDC 请求外，如果客户评分足够高，机器人还会批准或关闭客户的 ATM 存款功能 - 呼叫中心工作人员通常会采取的额外步骤。
运营影响
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