Unifying Desktops with RPA: How Israel Discount Bank Empowered its Tellers and Transformed into a Customer Experience Leader
Unifying Desktops with RPA: How Israel Discount Bank Empowered its Tellers and Transformed into a Customer Experience Leader
6 PagesCASE STUDY Unifying Desktops with RPA: How Israel Discount Bank Empowered its Tellers and Transformed into a Customer Experience LeaderBUSINESS CHALLENGE Before implementing Jacada’s solutions, Israel Discount Bank employees served customers and resolved issues using a multitude of dated systems. Assisting customers usually meant navigating between these disparate systems and performing many repetitive tasks. Specifically, employees needed to remember what systems were relevant for each process, which made the job more complicated, and sometimes led to unnecessary errors. Additionally, using the ALT +TAB function was the only way to navigate between the different systems. Overall, each of the bank’s tellers was switching between systems 1,400 times a day on average, entering cust
