60%
Increase in Automation Capacity: freeing resources for new automation initiatives.
24%
Growth in Automation Sessions: doing more, faster.
99%
Service Level Agreement Compliance: reliability that earns trust.
25%
Savings on Monthly Operational Costs: smarter spending, higher returns.
Client Overview
Intelligent automation and orchestration are now essential for banks and wealth management firms aiming to remain competitive and deliver exceptional client experiences. Our client—a leading full-service bank renowned for its personalized approach—delivers comprehensive personal and business banking, wealth management, and trust services, driven by a commitment to lasting client relationships. Recognizing the critical need to maintain their automations and gain better visibility into key metrics across processes, the bank partnered with our team to optimize their operations, enhance orchestration, and lower costs.
The Challenge
Despite significant investment in Intelligent Automation, our client faced several operational hurdles:
High Maintenance Demands
Continuous upkeep hindered the launch of new automations.
Costly Managed Services
The current managed service provider’s costs were eating into the very savings automation promised.
Limited Visibility
Manual Excel-based reporting restricted real-time insights into performance, leaving them reactive rather than proactive.
Our Approach
Our team initiated a comprehensive strategy rooted in our foundational service framework—identify, enable, and realize. We began with a rigorous healthcheck of the client’s processes, coupled with an in-depth analysis using our proprietary code review accelerator, uncovering key challenges and opportunities for improvement. Based on these insights, we developed a targeted roadmap to rapidly reduce maintenance, optimize performance, and set a solid foundation for sustained growth and continuous automation development.
Laying the Groundwork for Change
In our initial assessment, we discovered several hurdles needing attention:
Environmental Inconsistencies
Variability across development, testing, and production environments resulted in unpredictable automation performance and extended troubleshooting cycles.
Surface Automation Dependencies
Excessive reliance on surface automation (e.g., screen scraping) made automations more fragile and susceptible to breaking when user interfaces change.
Documentation Gaps
Missing critical documentation such as Process Design Documents (PDDs) and deployment plans hindered knowledge transfer, onboarding, and maintenance efforts.
Queue Management Issues
Shared queues caused duplication, processing delays, and confusion during monitoring and reporting.
Infinite Loops & Limited Error Handling
Limited retry mechanisms and underdeveloped error handling procedures lead to automations getting stuck or failing silently, increasing the time required for manual intervention.
Managed Services Enhancements
Through our Managed Services offering, Ashling delivered strategic enhancements to reduce maintenance overhead, improve visibility, and optimize performance at scale. Our client’s most critical process—“The Orchestrator”—was responsible for managing multiple sub-processes but was hindered by sluggish queue processing and limited insight into operational metrics. We reimagined the orchestration by modularizing the process into manageable components. The result: streamlined operations, faster resolution times, and dramatically improved SLA adherence.
Key Enhancements:
Introduced intelligent orchestration with C TWO for better visibility into automation metrics and automated L1 support and ticket handling.
Harmonized environments across all SS&C Blue Prism instances to accelerate regression testing.
Implemented robust exception handling, refined queue management, and eliminated unnecessary retry loops using our in-house tool RoboReview.
Enhanced documentation with comprehensive stakeholder reviews and exception handling playbook.
Reconfigured and expanded use of queues to enable detailed tracking, increase scalability, and reduce duplicate processing.
Redesign and remediation of critical processes, especially “The Orchestrator.”
Results: Exceptional Efficiency & Cost Savings
Within just seven weeks, Ashling enhanced the bank’s automation processes, drastically improving daily processing time from 140 hours a day to less than 60 hours a day across seven machines. Ashling also added real-time monitoring, proactive alerting, and precise performance metrics using C TWO, empowering the bank with operational visibility and clarity.
Key Outcomes:
Increased capacity: Achieved a 60%+ boost in Blue Prism automation capacity.
Enhanced efficiency: Reduced daily processing time from 140 hours (83% license utilization) to under 60 hours (35% utilization) across seven machines.
Improved reliability: Elevated successful session rates from 70.1% to 94.7%.
Cost reduction: Lowered monthly operational costs by 25%, from ~$20,000 to ~$15,000.
SLA compliance: Achieved 99% adherence to Service Level Agreements.
Continuous Optimization
Our relationship didn’t end at deployment. We continuously supported our client with:
- Real-time monitoring and proactive issue resolution via C TWO dashboards.
- Day-to-day operational support, rapid troubleshooting, and prioritized enhancements.
- Continual process refinement through data-driven insights.
Technology Used
Your Future Starts Here
Ready to explore what intelligent automation & orchestration can do for your organization? Contact us to schedule your consultation today.
