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BPCE Embarks on Broad RPA Adoption for Operational Excellence

How to become more agile and efficient through RPA

Who is the organisation and what’s its context?

The organisation is a leading national banking institution, grouping together two distinct brands, which implies two independent branch networks divided by region and two different ways of working (processes, tools, solutions, customer approach, etc.). Given the group’s complex ecosystem (different networks, different IS, different structural organisation, etc.), it was difficult to gather automation requirements and share them on a national scale. The need to increase agility and efficiency, particularly in terms of process automation, eventually became one of the key projects in the organisation’s long-term strategy.

What needs did the organisation face at the time?

While a few automation projects had already been initiated in-house on an ad hoc basis, the organisation wanted more global and systemic support in a more comprehensive strategy of acculturation to RPA, detection of opportunities through automation, better communication within and between networks, and faster decision-making.

What was the turning point where the organisation had no choice but to adapt its strategy?

The need to follow and implement an efficient methodology to accelerate the deployment of RPA within business units was the decisive criterion in this large-scale project: prioritisation of topics, identification of projects, calculating project profitability (not calculating gains), addition of tools, eligibility and prioritisation matrices, etc.

Which factors played an important role in the decision to generate a RPA strategy?

Federating all teams for global automation was the overriding objective. Success factors for the RPA project included the following:

  • Boost operational performance: harmonise and optimise business processes, promote convergence establishments
  • Reduce operational risks: avoid manual errors and strengthen communication throughout the teams
  • Reinforce employee experience: refocusing staff on more high-value tasks and projects
  • Increase client quality: generate quality sales time and focus on the customer at the heart of the business

What were the immediate benefits for the organisation’s clients or employees?

  • Average bot success rate assessed at 96%
  • Cost reduction by limiting subcontracting, with a few hundreds bots in action in 5 years
  • Implementation of an efficient RPA methodology, freeing up several thousand days

We managed to federate a community of referents and experts in the UiPath RPA solution within the group’s businesses, share best practices, accelerate the time-to-market of automation projects, and really benefit from rapid ROI.