SMART-UP RPA – Upkeeping Customer Trust with Process Improvement: Krungsri Consumer, Thailand

Krungsri Consumer managed to improve both employee and customer satisfaction with Robotic Process Automation (RPA) by allowing for better process efficiency and risk management.

AIBP 2020 Thailand Enterprise Innovation Award Winner

Project Summary

Krungsri Consumer started its Robotic Process Automation (RPA) journey in 2018 with key objectives of driving productivity and customer experience. Krungsri Consumer decided to build a pilot team of 4, as they believe that this would best justify the return on investment in the longer term. In the first 8 months of the process, they were able to implement a total of 17 processes with over 85% productivity improvement. 

In 2019, the initial RPA model was accelerated to the SMART-UP 360 RPA model with integration of a Digital Workflow and OCR platform. 

As of August 2020, 56 RPA processes were successfully implemented with 13 more processes in the development roadmap for 2020. Over 3.3 million robotic transactions have replaced manual labor with a total time saving of 154,000 hours to date, equivalent to 79 Full-Time Employees. 

An example of success is the use of SMART-UP RPA in improving the process efficiency of underwriting. In the original process of analysing the income of self-employed customers, 6-months worth of bank statements were manually reviewed by Credit Analysts. There is an average of 50 pages per application, which takes between 20-45 minutes of review time. 

Integrated RPA, Digital workflow, and OCR have been designed and implemented to replace the manual process with significant reduction from 20-45 minutes to 5-20 minutes per application. The automated process also reduces the human error of assessing cash flows, hence reducing the risk in the process.

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