The Challenge
GlobalBank's legacy manual processes across 14 core departments were generating millions in annual operational drag. Loan processing averaged 11 days, customer onboarding required 22 manual touchpoints, and KYC review consumed 40% of compliance team capacity. With a 2M+ customer base growing at 18% annually, scalability was a critical concern.
- ✗Loan processing averaging 11 working days end-to-end
- ✗22 manual touchpoints in the customer onboarding workflow
- ✗KYC review consuming 40% of compliance team bandwidth
- ✗$80M+ estimated annual cost of manual processing inefficiency
- ✗14 departments with no cross-functional workflow coordination
- ✗Inability to scale operations to match 18% annual customer growth
The AIDWAY Approach
Phase 1: Process Mapping & ROI Analysis
AIDWAY conducted a 6-week operational deep-dive, mapping every process across 14 departments and quantifying the cost of manual effort. We identified 47 high-impact automation opportunities and prioritized them by ROI potential, building a 12-month transformation roadmap.
Phase 2: RPA & Intelligent Workflow Automation
We deployed Robotic Process Automation across the top 20 high-volume, rule-based workflows — including KYC data extraction, loan document verification, transaction reconciliation, and regulatory reporting. Processing speed tripled within 90 days of deployment.
Phase 3: Customer Onboarding Transformation
The 22-step manual onboarding process was redesigned to 6 digital steps, with AI-assisted document verification and real-time KYC checks. Average onboarding time dropped from 5 days to under 4 hours — a 92% reduction.
Phase 4: Workforce Optimization & Change Management
AIDWAY developed a comprehensive change management program, reskilling 340 staff members into higher-value analytical and relationship roles. Attrition during the transformation period was held to under 3% — well below the industry average of 12%.
“The transformation delivered results beyond our initial projections. AIDWAY's ability to drive change while keeping our 2 million customers unaffected is what sets them apart.”
Suresh KhatriCOO, GlobalBank India
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