The challenge
Our client, one of the largest banks in the world, wanted to automate its time-sensitive processes so it could offer a high added value to clients, while performing the important work of detecting fraudulent charges, among other processes. One of the requirements was to automate the fraud and dispute management process, which monitors tens of thousands of credit and debit card posting transactions daily.
The bank was dealing with limited IT resources to handle the automation, preventing it from scaling to the enterprise level or addressing specific challenges. The automation plan was not a simple one and required accessing a very high volume of sensitive data across 25+ applications. The lack of staff, plus the need for an enterprise automation strategy and roadmap, created the need to bring in Cognizant as an automation partner.
Our approach
We began with an assessment of the business across three areas: fraud and dispute management, claims and alerts, and regulation and compliance. Following our initial discovery and creation of a scalable automation strategy that included an enterprise-wide level architecture, we moved forward to automate key business processes. A centralized operational model with a dedicated early engagement team, scalable development pods and a flexible support team was also set up. We used a Tableau dashboard to report input, output and outcome-based metrics, which resulted in a self-service capability that gives the business a real-time view of process performance during automation, reducing dependency on the support team.
During the implementation, we built and developed several automation capabilities such as automated health check bots to monitor application availability; code review and coverage bots to ensure code quality, efficiency and effectiveness; and frameworks such as Spring Boot & .NET to build reusable assets and components.
