Case Study: The Co-operative Bank achieves 80% process automation and faster regulatory compliance, freeing staff to support customers with SS&C Blue Prism

Intelligent Automation Frees Employees to Connect with Customers at Co-operative Bank

The Co-Operative Bank, a long‑standing UK retail bank, faced a daily operational bottleneck: staff manually reviewed more than 2,500 transactions in an “excess queue” each day and had to complete decisions by a 3 p.m. regulatory deadline, leaving little time for proactive customer contact. To modernize operations and lower costs while improving service, The Co-Operative Bank deployed intelligent automation from SS&C Blue Prism, using Blue Prism digital workers to handle the repetitive excess‑queue process.

SS&C Blue Prism’s digital workers now complete about 80% of the excess‑queue work and finish the process more than four hours ahead of the regulatory deadline, increasing accuracy and ensuring compliance. The time savings let employees focus on outbound calls to customers in financial difficulty, improving customer experience by proactively resolving issues before penalties apply.

The Co-Operative Bank

Joanne Masters

Business Systems Manager