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8 views

Casestudy Network en

AA

Uploaded by

Satyabrat Nayak
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Network International

empowers employees to be
the “automation change drivers”

ORGANIZATION PROFILE
Processes Automated
A leader in helping customers achieve success for more than 20 years,
• Business operations
Network International delivers innovative solutions that drive revenue • Administrative processes
and profitability. The company leverages cutting-edge technology • Card management
to provide a robust suite of payment products and services to more • Customer requests
than 65,000 merchant partners and 220 financial institutions across
Industry
50+ countries. Financial Services

CHALLENGE
As one of the leading payment providers and processors in the UAE,
the company was expanding to other regions, including Africa, where
business was growing rapidly. Looking for a solution to connect all its "Business users are
operation locations through consistent and more efficient processes,
Network International looked to Robotic Process Automation (RPA) to
taking initiative to start
scale and grow. automating processes
SOLUTION
on their own and have
become advocates on
Using a centralized approach, the company started its RPA program by
getting operations employees involved from the beginning. They were
how RPA has made
trained on how to build, run, and manage bots. Within two months, the their work easier.”
first processes within business operations in the UAE were automated.
By the end of 2019, RPA was implemented in other areas, such as IT —Vimal Dev,
operations. Other geographies started using RPA as well.
CIO for IT
BENEFITS

100 50
Bots in production in Business operations
UAE and Egypt processes and
100+ sub-processes
automated

70% 72K+
Reduction of manual Chargeback requests
processing time processed annually
STORY DETAILS
To help reassure employees that RPA would help them in their daily "We made the
jobs rather than displacing them, the company’s leadership stepped in operations team
to demonstrate the benefits of automation, including time savings and
increased productivity.
part of our RPA
team. They are not
Some of the automated processes the company is most proud of are
those that helped improve the customer experience. This included the
just stakeholders but
real-time processing of an average of 1,200 daily e-mail merchant change drivers as they
requests for statements, pre-authorization releases, refunds, and sales.
participate with us in
Before RPA, a team had to identify the customers’ specific asks manually.
Now, requests are categorized automatically and completed by bots. daily stand-ups, and
Network International also uses RPA to manage account fulfillment
we train them on how
requests related to various card-specific inquiries, such as cancelations. to manage their bots.”
Bots were integrated with the company’s CRM and used to process the
requests, giving the company the maximum efficiency benefits. —Rashida Rauf,
Currently, 100 bots and 80 Bot Runners are in production in the UAE Solution Architect
and Egypt. 50 business operations processes and 100+ sub-processes
have been automated, reducing manual processing time by 70%.

THE FUTURE
Throughout the rest of 2020 and 2021, Network International
plans to automate processes within its finance and IT operations
departments. The Operations Command Center (OCC) team
is currently conducting a proof of concept (POC) around the
monitoring and processing of alerts. An automation to handle
the merchant onboarding process is also being developed.

The company is also moving forward with IQ Bot implementation for


several use cases, including the processing and verifying documents
written in Arabic, which is currently a pain point for its operational teams.

Before the end of 2020, 130 bots are expected to be in production.

About Automation Anywhere


Automation Anywhere empowers people whose ideas, thought and focus make the companies they work for great. We deliver the world’s most
sophisticated Digital Workforce platform making work more human by automating business processes and liberating people.

Automation Anywhere www.automationanywhere.com

North America: 1-888-484-3535 x1 | International: 1-408-834-7676 x1


@AutomationAnywh www.linkedin.com/company/automation-anywhere sales@automationanywhere.com

Automation Anywhere ©2021

February 2021

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