Case Study: ABN AMRO achieves up to 90% cost reduction and faster customer onboarding with Tungsten Automation

Intelligent Automation & ABN AMRO: The Personal Bank for the Digital Age

ABN AMRO, a leading Dutch bank with about 19,200 employees, faced the twin challenges of delivering personalized, fast customer experiences while meeting growing regulatory demands—particularly time‑consuming customer due diligence (CDD)/KYC work that relied on repetitive manual tasks and carried a high risk of human error.

The bank piloted and scaled Kofax RPA (and Kofax TotalAgility), migrating the RPA stack to Azure and adopting a federated delivery model to embed automation across the enterprise. The solution automates data collection and case preparation, accelerates onboarding, and cuts time and cost for automated processes by up to 90%, reduces dedicated AML staffing needs by about 30%, and provides a cloud‑ready foundation for broader hyperautomation.

ABN AMRO

Pascal Smissaert

Head of Robotics and BPM