Leading Retail Bank (undisclosed)

A leading retail bank faced growing customer demand for home loans but relied on manual processes to transfer mortgage applications from branch and broker channels into core banking systems. This created bottlenecks, reduced accuracy, and limited scalability. The bank needed a solution that could handle increasing volume without proportionally increasing headcount.

Avec implemented Robotic Process Automation (RPA) to automate the transfer of home loan applications from bank and broker channels into core banking systems. The team documented manual processes with subject-matter experts, developed tailored data ingestion for various source formats, built robust data verification logic, and created complex RPA solutions using surface automation via Citrix channels. A Centre of Excellence (COE) was also established, with training and mentorship provided to build internal RPA capability.

The RPA implementation delivered an annual financial benefit of $700,000 and reduced process cycle time by 30–50%. The solution achieved 70–80% automation, fully covering all rules-based processing and reducing assigned FTEs. Internal staff achieved a 100% success rate in foundation RPA training, enabling the bank to manage and extend automations independently.

• Surface automation via Citrix can unlock RPA in legacy banking environments where direct API integration is unavailable.
• Pairing automation delivery with a Centre of Excellence ensures the bank retains capability and can scale beyond the initial engagement.
• Targeting rules-based processing first maximises automation rate and delivers measurable FTE reduction quickly.