Customer onboarding · large multinational bank · ServiceNow and OpenText
Onboarding about 30% faster, costed from the bank's own records
The bank wanted onboarding 25% faster across more than 130 products, with no baseline to say where the quarter would come from. From 8.28 million events across 953,000 service requests, RE-ViVE showed that an average account-opening request took 16.62 days, 10.14 of them rework, concentrated in four of 29 activities.
- ~30% faster across ~6,000 requests by automating document and verification steps
- Average cycle from 10 days toward 6 by taking rework out of four activities
- 602 requests running past 50 days became a traceable work list, not a statistic
- ~3,000 observed routes reduced to 46 underlying flows, about half candidates for consolidation
The bank's effort: about 2 hours of subject-matter time. Findings in two weeks.
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Payment investigations · global payments and custody bank · Pega, SWIFT and Fed messages
SLA targets the operation can actually meet, and the ageing cases named
Reporting showed one queue resolved inside the month, with an 18-hour average resolution. Across 269,488 investigations and 550,100 inbound messages, RE-ViVE showed two processes: 54.68% closing within a minute, and a manual tail of 9,594 cases running past four working days, with only 13.13% resolved inside the SLA deadline.
- The 3.6% of volume holding most of the ageing, named and traceable
- Two SLAs for two populations, not one average that describes nobody
- Sanctions-related case types isolated as the addressable drag, at 123 hours per case
- 143,370 reverse message links taking over 96 hours, the one direction automation had not covered
The bank's effort: read-only extracts and a short period of subject-matter support. One month of production data, reconstructed as a process.
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