欧洲某银行机构RPA案例分享

某银行机构，在欧洲拥有数百家营业网点，为100万客户提供金融服务。成立之初，该银行虽规模不大，却必须遵守与大银行相同的规则，运营成本居高不下。

随着银行业务的发展，客户不断增多，该银行的人力资源愈发紧张，运营成本更是水涨船高。经过多方考察，该银行开始考虑将RPA作为优化运营，降低成本的解决方案。

于是，该银行决定先从资产业务和收款业务的流程入手，开展RPA项目的POC测试，再进行正式部署。此外，为确保RPA项目的顺利实施，银行内部还成立了RPA卓越中心（COE）。

应用业务

资产业务、收款业务等

实施RPA前

1．为客户推荐产品时，银行员工必须在不同系统中重复输入客户信息，耗时长、效率低，客户体验不佳。

2．手动操作耗时费力，由于业务量大、人手不足，积压了大量工作，员工希望得到帮助。

实施RPA后

1．RPA扩展灵活，不仅可连接多个应用程序和银行系统，还能关联外部数据库，跨系统自动处理数据信息，缩短响应时间。

2．RPA执行效率高，即使在业务高峰期也能快速、及时地处理大量工作，无需雇佣新员工就能处理积压已久的业务。

实施效果

通过实施RPA，该银行缓解了人手不足，优化了业务流程，运营成本也大幅降低。解决了困扰已久的业务积压难题，员工的工作量减轻了，效率和服务质量有了明显提高，客户满意度也大幅提升。

如今，该银行内部约三分之一的日常工作是由RPA与员工协同完成的。为此，银行每年可节省工时近3万小时。

RPA Case in Financial Industry:A European Bank

The bank now has hundreds of business outlets in Europe and provides financial services to 1 million customers. In its early days, the bank had to follow the same rules as large banks although it was small in scale,so the operating cost was very high.

Along with the increasing development of the bank's business, the growing number of customers has caused a shortage of manpower, and operating costs also increased. After investigation, the bank began to consider RPA as a solution to optimize its operations and reduce costs.

Once the decision was made, the bank started the proposal with an initial POC,and then deployed it. In addition, in order to ensure the smooth deployment of the RPA project, an RPA Center of Excellence (COE) was established in the bank.

Application Business

Asset business, payment collection, etc.

Before the RPA deployment

1. When recommending products for customers, it took long time for bank employees repeatedly enter customer information in different systems, and the low efficiency led to poor customer experience.

2. With the time-consuming and labor-intensive manual operation,their employees hope to free themselves from a plenty of heavy and repetitive work.

After the RPA deployment

1. The flexible and scalable RPA can not only connect multiple applications and banking systems, but can also connect external databases, automatically process data information across systems, and shorten response time.

2. RPA has high execution efficiency. Alarge number of business can be handled quickly and timely evenduring the peak hours,the bank can easily clear all backlogs from work without hiring new employees.

Achievements

By the RPA deployment, manpower shortage problems have been alleviated and the business processes have been optimized, at the same time, the bank's operating costs significantly reduced. With the high rate of executions,  now the bank can handle a large workload quickly and timely and it has the ability to serve more customers, the operating costs have been reduced ang thus increasing customer satisfaction.

At present, nearly 1/3 of the bank's daily work can be done by RPA in collaboration with employees. The bank saves nearly 30,000 workhours per year.

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