Case Study: Citizens Bank achieves 85% decrease in customer onboarding time with Bizagi

Citizens Bank deploys Bizagi & RPA to reduce customer onboarding time by 85%

Citizens Bank, a customer‑centric US financial services firm, aimed to improve commercial lending service by deploying Robotic Process Automation. The bank faced inconsistent, siloed incoming data that wasn’t standardized for robots to use, creating delays and poor visibility across systems.

Bizagi was implemented to orchestrate and digitize incoming data and initiate workflows, handing standardized information to Blue Prism RPA for execution across 40 systems. The solution delivered a 85% reduction in onboarding time (from 59 to 9 days), enabled real‑time responses and a 360° view of customers, and now supports over 50% of the commercial loan portfolio.

Citizens Bank

Matt Lavoie

Head of RPA & DPA