Case Study: Ikano Bank improves customer and employee experience with UiPath automation

Putting people at the center of Ikano Bank with automation

Ikano Bank, a banking and financial services company serving 2 million customers across eight countries, wanted to reduce the heavy administrative burden created by paperwork, manual processes, and disconnected automation efforts. To make automation more effective and customer-focused, the bank turned to UiPath and its robotic process automation (RPA) platform.

UiPath helped Ikano Bank establish an Automation Office and center of excellence, standardize on a single automation vendor, and deploy bots across key business processes such as name changes, payment deferrals, customer onboarding, and product recommendations. The results were significant: more than 170 processes automated since 2019, over 100,000 hours saved, 33,500 hours saved in 2021 alone, and deployments across eight countries, with some customer requests handled in under a minute and new automation-driven sales opportunities expected to generate 30 million DKK.

Ikano Bank

Viktor Törner

Manager, Automation Office