12321 External Platform Case Handling Process

Optimising Complaint Processing with RPA Automation

 Key Solution: Robotic Process Automation (RPA)

Challenge

Manual Data Handling: Customer service staff must log into the 12321 external platform to manually retrieve and process complaint data, a process that is both time-consuming and highly prone to errors and omissions.

Timeliness Constraints: With manual processing taking over 4 hours per business event, delays in complaint handling compromise the prompt resolution required by regulatory standards.

Inefficient Resource Use: The repetitive nature of the manual process results in a poor employee experience, reduced productivity, and increased management costs.

Solution

The RPA solution automates 12321 complaint handling, reducing manual work and errors. This speeds up processing and frees staff for higher-value tasks.

Before Implementation:
  • Manual work takes over 4 hours per business event.
  • Prone to errors and omissions due to manual data entry. Slow and resource-intensive process leading to high labour costs.
  • Repetitive manual tasks lead to poor productivity and increased management overhead.
After Implementation:
  • The RPA solution reduces processing time from over 4 hours to 15 minutes per business event.
  • Rule-based automation ensures 100% accuracy.
  • Over 8 times more efficient, dramatically reducing processing time and resource usage.
  • Automation frees up staff to focus on higher-value tasks, enhancing overall productivity.
Impact

100% Accuracy

>8x Efficiency

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