Case Study: Leading International Banking and Financial Service Company achieves 95% faster charge reversals and 90% manpower reduction with Datamatics' TruBot RPA

TruBot Automates the Customer Service Requests for Reversal of Charges for a Large Bfsi Entity

Leading International Banking and Financial Service Company faced an error-prone, time-consuming manual process to reverse waived-off charges already debited to customers, requiring 20 FTEs and a 48-hour turnaround. They engaged Datamatics to automate these customer service reversal requests using its TruBot Robotic Process Automation (RPA) solution.

Datamatics deployed a 12‑bot TruBot architecture that extracts CRM requests, logs into the core banking system via a credentials vault, performs pre-checks and validations, executes the reversal workflow, and routes exceptions to attended bots. The Datamatics solution reduced cycle time from 48 to 2 hours (95% reduction), cut manual effort from 20 to 2 FTEs (90% reduction), and delivered a 900% improvement in productivity.