Extraco Banks invests in customer experience with Nintex RPA

Complete automated solution built in just 12 hours

When RDC requests were reviewed, call center staff would evaluate the individual’s risk score, adjust velocity settings around the individual’s score, then approve or deny the request, and lastly notify the customer. The process required staff to move between the bank’s mobile application portal and FIS portal to review and approve requests, something its existing automation tool couldn’t accomplish. The RDC requests were also only processed twice a day, which meant customers had to wait hours, sometimes days, to know if they were approved for remote deposit capture.

Extraco Banks worked with the Nintex team to build a complete automated solution with Nintex RPA in just 12 hours. Now, a Nintex RPA Botflow™ checks the online portal for RDC requests every hour and processes any existing requests.

Shortly after the Nintex RPA solution for RDC requests was implemented, Extraco quickly had an unprecedented demand in RDC requests as branch locations closed due to the Coronavirus pandemic. Suddenly the bank was receiving over 40 RDC requests a day – more than four times its daily average of five to ten prior. Traffic into its call centers was also up threefold. Without the solution, Extraco would have had to pull call center staff off the phones to review RDC requests. Thanks to Nintex RPA, Extraco’s call center staff can focus solely on helping customers calling in.