Case Study: a major Canadian bank automates financial relief programs with CGI to speed customer support and reduce costs

a major Canadian bank processed 128,000 mortgage deferrals with CGI

The customer, a major Canadian bank, faced a significant challenge in managing a surge of requests for financial relief programs during the COVID-19 pandemic. Its overstretched teams needed a way to handle unprecedented volumes of applications for mortgage deferrals and government loans while reducing risk and costs. The bank turned to its long-time partner, CGI, to develop process automation solutions.

CGI implemented several automation solutions using bots and agile methodologies. These automated the processing of mortgage deferrals, enterprise loan applications, and wage subsidy payments. As a result, CGI helped the bank process hundreds of thousands of requests with increased speed and accuracy. Specific results include a bot that processed 128,000 mortgage deferral requests in eight weeks and a solution that handled 23,000 loan applications per week, freeing up resources for strategic customer support.