January 22, 2021 1:05 am

SBI Card banks on NICE Robotic Process Automation for enhancing CX

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NICE said that it has implemented (RPA) solution for . This has helped SBI Card in streamlining operations and enhancing customer experience. NICE RPA is implemented to increase automation in the Indian card issuer’s operations and backend processes to manage repetitive, error-prone tasks, thus freeing up employees to engage in value-added services.

With more than six million credit card holders in their customer base and offices in over 100 cities, SBI Card manages a widespread and complex set of customer service operations. The company was looking for a partner with an end to end, robust RPA solution to take operations to the next level by efficiently supporting additional customers it is expecting to add to its user base while ensuring superior customer experience.

NICE was selected for its ability to combine desktop (attended) and robotic (unattended) automation in real time. The RPA solution deployed by NICE allows SBI Card to optimize the collaboration between human employees and robots, contributing towards an authentic digital transformation that also improves efficiency, accuracy and scalability. Initial results are indicating an increase in employee productivity and customer satisfaction, in the processes where RPA has been deployed, said the company.

With an in-depth and native understanding of navigating the complexities of the desktop environment, NICE RPA provides a robust solution for organizations with complex environments. Its intelligent desktop technology enables organizations to rapidly automate a wide variety of processes for employees across multiple functions in the organization. In addition, with cloud-based flexibility, NICE RPA can be easily and efficiently deployed and executed to meet the changing needs in any business sector.

Hardayal Prasad, MD & CEO of SBI Card said: “We are excited about the potential of NICE Robotic Process Automation in our organization. We believe RPA will lead to significant operational efficiencies while helping us to further enhance customer experience. NICE is a suitable partner for us, given its end to end platform comprising solutions that address the heart of customer experience. At SBI Card, technology-led initiatives have always underlined our growth strategy and we will continue to invest in strengthening our technological framework, with the objective of bringing our customers best in class products and services.

Darren Rushworth, President of NICE said: “We are delighted with SBI Card’s decision to work with NICE RPA and are excited that initial results are already beginning to show higher efficiency, employee engagement and customer satisfaction. I am confident that NICE RPA’s unique combination of assisted and unassisted automation capabilities, will help them continue to meet their business objectives and drive measurable return on investment (ROI)”

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