“ The pandemic has placed greater importance on brand loyalty , user experiences , and rapid supply chains to handle often unpredictable demand ”
— Richard Allen , Director , Infinity Works
CASE STUDIES SOURCE : BLUE PRISM
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Leeds Building Society increased its deployment of digital workers to cope with the high demand for mortgage holidays requests that now exceed 2,000 a day . This is reducing call centre calls by 75 % and providing answers to most of these requests within 21 seconds . This also allows front-line colleagues to focus on quickly resolving issues , delivering better customer experiences and enabling back-office processing teams to work on other priorities for the business .
The Royal Marsden NHS Foundation Trust is seeing a significant acceleration of eReferral processing and automation of that workstream has protected its existing back-office resources from the impact of that increase . Automating the private patient billing function has sped up the process and removed processing errors . The team has been freed to focus on developing relationships with customers , and to chase debt in a more sympathetic and empathetic way that only people can do .
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