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Case Study: Financial Services

Hampshire Trust Bank

Process automation has saved 100% of the resources Hampshire Trust Bank once used to manually move mortgage data, empowering it to pursue explosive growth on the back of an improved customer and broker service.

100%

Saving in people’s time

87%

Saving in application cycle time

1.5

FTE reallocated to tasks that provide greater and personal customer experience

Problem

Hampshire Trust Bank is a specialist bank focusing on both secured and unsecured lending. It was manually migrating data from its front end application to the back end application using team members dedicated solely to the task.

The process was taking colleagues 90 minutes per application – time that could be better spent on customer service. It also caused a bottleneck at the end of each month as application volume soared.

With plans for growth at an impasse, HTB called in Centelli and asked us to identify how automation could make the organisation more efficient and accurate, and ultimately more profitable.

Solution

Staying true to our partnership approach, we involved HTB from the start – building and mapping the mortgage data process and documenting and bridging the gap between various business validation rules across multiple applications.

The automation solution Centelli supplied now migrates vital business data from one application to another with resiliency in the process, tighter data validation, and zero data fatigue and errors.

We built our Digital Worker to cut down on manual processes used to fund, complete and service loan facilities as well. A bot can do each task in 12 minutes, while the 90-minute process time it took human beings to do it is zero.

HTB’s Specialist Mortgages team are now free to do what they do best – support more customers and provide added value and outstanding service.

What our clients say

“Centelli were an integral part of our team, working side by side with us to get the right outcome”

Robin Jeffery, Head of Transformation Hampshire Trust Bank

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