Case Study: Leading Financial Company achieves 80% automated request handling and reduced cost-to-serve with BP3 Global

Using Process Automation to Support Business Transformation

Leading Financial Company was experiencing rapid commercial growth while the cost to serve outpaced revenue and customer satisfaction declined. Although the firm had committed to digital transformation, it lacked visibility and consistency across servicing processes and struggled with high rework and stretched teams. They engaged BP3 Global to assess their Commercial Servicing Operations and recommend a future-state design using digital process automation, robotic process automation (RPA), and IBM Bluemix Watson services.

BP3 Global implemented an AI-driven solution that automated roughly 60 service-request processes, combining RPA, IBM’s digital process automation (BPM), and a machine-learning router built on IBM Watson to route and resolve requests. The solution automated or handled 80% of requests, offloaded clerical swivel-chair work to bots, and orchestrated human and bot tasks, delivering about 3.5 FTEs of annual savings, capacity to absorb ~50% more volume without new headcount, a 65% reduction in rework, 85% of processes meeting SLAs, end-to-end visibility, and a more consistent customer experience.