Back office ops · Production

UiPath RPA helps Caixa Geral de Depósitos save 370,000 hours across 18 departments

The problem

As a 144-year-old institution focused on operational cost reduction and customer satisfaction, CGD needed to streamline many of its processes and enable employees to concentrate on more value-added work.

Workflow diagram · grounded in source
1
RPA Center of Excellence created
integration
“The first step was to create an RPA center of excellence (CoE) that would coordinate and drive RPA adoption throughout the institution”
2
Pilot back-office automation
trigger
“This started with a relatively simply Back Office task whereby RPA would automate a specific process, removing a bottleneck”
3
Process eligibility evaluation
validation
“they had to learn to separate processes that are repetitive but needed human interaction from what processes could be effectively optimized using RPA”
4
RPA expansion across departments
output
“RPA expanded into 18 different departments—from back-office to front-office operations—with many seeing knock-on benefits and solutions”
5
COVID debt moratorium automation
output
“As COVID-related debt moratoriums were introduced by the government, the bank could leverage RPA to help their customers apply for debt relief quickly, easily and efficiently by automating various application steps. The bank automated ov…”
Reported outcome

By end of 2020, RPA had been deployed across 18 departments with over 110 initiatives, saving an estimated 370,000 employee hours; the bank also automated over sixty thousand COVID-related customer communications.

Reported metrics
Employee hours saved370,000 hours
departments with RPA deployed18
RPA initiatives executingover 110
Customer communications automatedover sixty thousand
Reported stack
UiPathRPA
Source
https://www.uipath.com/resources/automation-case-studies/caixa-geral-de-depositos-banking-rpa
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

By end of 2020, RPA had been deployed across 18 departments with over 110 initiatives, saving an estimated 370,000 employee hours; the bank also automated over sixty thousand COVID-related customer communications.

What tools did this team use?

UiPath, RPA.

What results were reported?

Employee hours saved: 370,000 hours; departments with RPA deployed: 18; RPA initiatives executing: over 110; Customer communications automated: over sixty thousand (source-reported, not independently verified).

How is this back office ops AI workflow structured?

RPA Center of Excellence created → Pilot back-office automation → Process eligibility evaluation → RPA expansion across departments → COVID debt moratorium automation.

Related back office ops cases