Case Study: Leading Global Financial Institution achieves faster, automated payment processing with Tungsten Automation

Leading Global Financial Institution Uses RPA to Give Analysts Back 480 Hours Per Month to Spend on High-Value Tasks

The Financial Services Company, a U.S.-based student loan servicer with more than 20 subsidiaries, manages millions in loans and digitizes over one million documents each month into a 160‑million‑record repository. Faced with large volumes of paperwork and frequent payment exceptions, associates wasted time manually searching third‑party websites for missing payment details—slowing processing and creating pressure to meet Department of Education audit and borrower service timelines.

To address this, the company deployed Kofax Kapow to run automated integration workflows that nightly identify unapplied payments, extract data from external sources (such as banking databases) and attach supporting information to exceptions; Kapow is also used for credit dispute and other data‑gathering tasks. The automation has sped exception resolution, freed associates to focus on customers, improved audit responsiveness, and is expected to deliver a full return on investment in under a year.