International bank saves $340K and boosts productivity 110% with RPA automation of IT service desk

The bank's IT department faced challenges with disparate databases, repetitive tasks, and understaffing. These issues led to long phone calls for self-service issues such as password resets and a high volume of daily alerts requiring manual review. Low employee morale resulted from agents being burdened with mundane, repetitive work.

HGS conducted LeanOps assessments of the IT service desk to identify automation candidates, then implemented RPA to automate password reset coding and prioritize high-priority alert reviews. With an average of 516 alerts sent to agents daily, the automation streamlined workflow and eliminated manual phone support for common self-service tasks. A forward-looking RPA roadmap was also developed for future scalability.

Over one year, 45K password reset transactions and 174K alert review transactions were processed automatically. Productivity increased 186% for password resets and significantly for alert reviews, while average handle time (AHT) dropped 70% for password resets and declined significantly for alert reviews. The bank saved $340K and reclaimed 14,000 human hours, with significant improvements in employee morale and service delivery consistency.

• RPA delivers measurable ROI quickly when targeted at high-volume, repetitive tasks like password resets and alert triage.
• LeanOps assessments are essential for identifying and quantifying automation candidates before implementation.
• Automating mundane tasks directly improves employee morale and engagement, not just operational efficiency.