Case Study: P&N Bank achieves thousands of hours saved and major back-office efficiency gains with Tungsten Automation

Supercharging Productivity and Service with Robotic Process Automation

P&N Bank, Western Australia’s largest customer‑owned bank, needed to lift service levels and operational efficiency by gaining visibility and control over back‑office work. Relying on spreadsheets made it hard to track volumes, processing times and service levels across tasks from account maintenance to loan processing, limiting the bank’s ability to respond quickly and consistently to customer requests.

Partnering with Process Automation Group and Kofax, P&N implemented OmniFlow (Kofax TotalAgility) and Kofax RPA and established a robotics centre of excellence to orchestrate about 90 processes and deploy 11 RPA bots. The program digitized workflows, automated repetitive tasks, improved productivity by over 20%, reduced lending effort by 11%, delivered near‑100% SLA and accuracy compliance, and saved thousands of person‑hours annually—boosting scalability and customer service.

P&N Bank

Jill Marks

General Manager of Business Transformation