FNB
CASE STUDY
FNB is a Tier 1 South African Financial Services Company
One of the largest and most established multinational banks that call South Africa home, First National Bank (FNB) offers a wide range of retail, business, and investment services to customers in South Africa and across southern and central Africa.
Project:
Deceased Reporting Software Solution
Project:
Deceased Reporting Software Solution to Automate Repetitive Processes
The Challenge
- Deceased Reporting processes the banking profile of a deceased client.
- Deceased Reporting department to become the single point of contact within First Rand Group for all deceased clients.
- Need to be able to process, manage and report on this business function.
- The existing platform did not offer automation and integration to support the department.
The Solution
- Need a solution that automates repetitive and mundane processes
- Electronic handling of documents.
- Collection of process performance-related data.
- Developed end-to-end solutions including:
- Email receiver and classification using Machine Learning
- Case onboarding and workflow management
- Data Warehouse integration
- Document generation and management
- Payment instructions
- Integration into Home Affairs (IVS) and scraper for Master’s Portal.
Key Benefits
- The improved customer experience (Internal and external customers)
- Addresses process inefficiencies
- Creates resource capacity in the department
- Establishes performance measurement and control
