Case Study: Allied Irish Bank achieves faster customer response times with Tungsten Automation

Allied Irish Bank Transforms their Customer Response Time from Weeks to Minutes and Improving Customer Satisfaction

Allied Irish Bank was struggling with slow customer request handling because documents were processed through an internal postal service, causing response times to stretch from weeks and hours. In a competitive market, the bank needed to improve customer satisfaction and speed up its service, and turned to Tungsten Automation and the Tungsten Intelligent Automation Platform, along with Tungsten Mobile Capture and Tungsten Web Capture.

Tungsten Automation automated more than 200 customer-related processes and added real-time feedback on document uploads to help ensure submissions were correct from the start. As a result, Allied Irish Bank modernized operations, enabled employees to work smarter and faster, and reduced customer SLAs from weeks and hours to minutes and seconds, significantly improving customer experience and satisfaction.

Allied Irish Bank

Owen Logan

Technology Domain Lead