CPGRMS Complaints Automation
Industry - Banking Sector
Implementation Time - Within 3 WEEKS *
Some of the key challenges were:
- It was a monotonous and repetitive job to perform a single request at a time
- Manual processing of requests takes time
- Achieving the outcome requires several touchpoints.
- Manual processing has a high possibility of human error
- Highly lean on the particular skill user leading to a processing delay
Our Solution
The solution was, performing complete steps by the bot directly to maintain continuity of complaint management.
- Bot login into the CPGRAMS portal and downloads age-wise pendency reports
- Bot then identifies the new complaints from downloaded reports and submit them for the CMS download process
- Bot open complaints and retrieve data from the CPGRAMS portal.
- After that bot sends an escalating mail to the concerned stakeholder in a certain format using fetch data
Automation Benefits
The deployed solution helped streamline, automate, and improved the process quality. Some of the automation benefits are as follows:
- Error rate was reduced to 0%
- No manual efforts required
- Processing time becomes quicker
- Significant improvement of service levels from 3-4 days to same day
- Optimizing branch staff utilization
- Better and more user-friendly experience
- Financial compliance and regulatory risk minimized
