Client Overview
Our client is a leading American multinational financial institution with a strong presence in the mortgage industry, generates over $158 billion in annual revenues and maintains partnerships with more than 300,000 business entities globally.
The Challenge
The client faced significant challenges in automating critical facets of its loan processing operations. Their existing Win Automation system was marred with limitations in recognizing diverse file formats within payment ledger files, compounded by frequent occurrences of macro pop-up errors that disrupted workflow continuity and operational efficiency.
Additionally, the system’s compatibility issues with recent software upgrades introduced further complexities, reducing its adaptability to evolving business requirements. This inflexibility led to a dependency on manual interventions, which not only created processing delays but also jeopardized adherence to established service-level agreements (SLAs).
An agile, scalable, and future-proof automation solution was critical to address both the immediate inefficiencies and the broader operational demands.
The Solution
Sutherland partnered with the client to design and deploy a comprehensive automation framework capable of addressing both the immediate challenges and the client’s evolving needs. Our team leveraged UiPath’s advanced automation capabilities to create a robust and tailored automation solution, focusing on the following key areas:
- Advanced Bots Deployment:
We developed and implemented unattended UiPath bots to streamline operations. These bots were specifically programmed to handle diverse payment ledger file formats and effectively bypass macro pop-up errors, ensuring seamless transaction processing. - Enhanced Transaction Processing:
By automating repetitive, manual tasks, the solution minimized the need for human intervention. This allowed the client’s workforce to redirect their focus to managing exceptions, resulting in enhanced processing accuracy and efficiency. - High Compatibility and Flexibility:
The solution was designed with a high degree of compatibility, enabling it to operate across multiple operating systems and server configurations. This ensured smooth integration within the client’s existing IT ecosystem, reducing downtime and disruptions. - I.C.E. Application for Workflow Oversight:
Sutherland deployed its I.C.E. (Intelligent Control and Efficiency) platform to provide centralized oversight of automated workflows. This enabled the elimination of manual tasks equivalent to two full-time equivalents (FTEs) and delivered automated daily reports, enhancing overall decision-making and governance.
The Outcome
Sutherland empowered the client to overcome the limitations of its legacy systems and achieve a significant leap in operational efficiency. The deployment of intelligent bots, coupled with Sutherland’s I.C.E. platform, resulted in several significant improvements:
- Transaction Success Rate: The bots achieved a 90% success rate in transaction processing, demonstrating a marked improvement in reliability and accuracy.
- Enhanced SLA Performance: The automation solution not only met but exceeded the client’s performance expectations, leading to elevated SLA achievements.
- Reduced Processing Time: The implementation reduced transaction processing times by 50%, substantially improving turnaround times and operational efficiency.
- Operational Efficiency Gains: The automation initiative led to resource optimization, resulting in an estimated annual cost saving of $150,000.
- Seamless Digital Workflow: The solution facilitated a 100% digital workflow, enabling human agents to focus on handling exceptions and higher-value tasks.
That’s Digital Performance Unlocked and Measurable Results Delivered!
Services
Automation
Industry
Mortgage Services
