Case Study: Krungsri Consumer achieves an 85% productivity boost and saves 5,500 hours/month with Tungsten Automation

Krungsri Consumer Boosts Customer Service Responsiveness with Automation

Krungsri Consumer, the retail finance arm of Krungsri Bank (Thailand’s fifth-largest bank and home to over nine million accounts), faced rising customer expectations for faster, always-on, multi-channel services. To support its digital transformation and reduce time-consuming manual back-office work, the bank sought a repeatable, cost-efficient way to automate routine processes and improve responsiveness across its customer journeys.

Krungsri deployed Kofax RPA (with Kofax TotalAgility for select workflows), running a successful POC that cut intraday liquidity tasks from 45 to 15 minutes and enabled rapid roll-out of 24 software robots. The automation saves about 5,500 person-hours per month (~30 FTEs), delivers an estimated 85% productivity boost, dramatically speeds telesales and account servicing, reduces incident turnaround times, and positions the bank to expand automation into customer-facing processes like account opening.

Krungsri Consumer

Lisa Patvivatsiri

Head of Business Transformation