Canada
Puerto Rico
USA
Belgium
France
UK
India
Client Background
The client is a multinational banking and financial services company that serves individual customers and SMEs, offering private banking, corporate, institutional banking, and treasury services.
Client Need
The client faced several back-office operational challenges in managing high document volumes and complex workflows:
Managing large volumes of documents and work items annually led to inefficiencies, delays, and high operational costs
The need to mitigate underwriting risks and fraud
Redundancy in document processing across account opening, servicing, and retrieval for multiple banking domains and geographies
Lack of real-time visibility into process status and tracking hindered operational agility
Solution
To address these challenges, we implemented a “Lean Operations Framework” powered by intelligent automation technologies:
Automated Document Workflow: Digitized scanning, routing, processing, and archival of documents across branches, selling agents, and operation hubs using intelligent, multi-channel content capture
Intelligent Routing: Utilized AI-driven capabilities to classify and route documents to the appropriate teams or hubs for faster processing
Advanced Indexing and Archival: Performed document classification and storage using a standardized indexing system for efficient organization and retrieval, creating a single source of truth to meet compliance requirements
System Integration: Migrated existing faxed documents into a secure, centralized repository and integrated with client origination systems to streamline business processes across multiple lines of business and geographies
Real-Time Process Tracking: Introduced end-to-end visibility into workflows, enabling proactive monitoring and exception handling
Realized Benefits
Successfully processed 15 million documents and millions of work items annually
Achieved a 30% reduction in manual work, freeing up resources for higher-value tasks
Improved turnaround times by 30%, accelerating document-driven processes
Reduced financial and operational risks and fraud by 40% through automated controls
Significantly reduced the usage of paper and carbon footprint by digitizing operations
Ensured compliance requirements, mitigating potential penalties and reputational risks
By deploying an intelligent, automated document workflow, the client streamlined back-office operations, eliminated redundant manual steps, and achieved greater efficiency and compliance. The solution accelerated the client onboarding process while enhancing operational agility and sustainability for long-term success.
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