The Bank of East Asia saves countless hours by adopting UiPath automations

The Bank of East Asia, Limited (“BEA”) was among the first financial service companies in Hong Kong to adopt UiPath solutions in 2018, with the goal of foster stronger customer relationships by providing timely, customized services tailored to their needs. BEA aims to revamp and streamline both internal and external processes, eliminating repetitive tasks.

Bridging gaps in card maintenance workflows

Just like any other bank, maintaining cards for its customers is a routine operation at BEA. The workflows of card maintenance involve multiple steps, and often require seamless collaborations between different departments, teams, and systems. On the other hand, customers are expecting banks to be more responsive and act faster than ever before. The operations team now faces a significant challenge. Not only will data need to be transferred across systems, but they will also need to be transferred fast.

BEA has invested in an internal workflow engine called the "Workflow Management System" ("WMG"). Within this engine, they chose to leverage UiPath Robots running at User Interface level to act as data carriers, enabling systems and applications to communicate without using APIs. This "data add-on" significantly enhanced the capabilities of WMG, allowing more systems and applications to be integrated into the centralized model.

The adoption of WMG enabled rapid and more responsive card maintenance operation. On the other hand, UiPath solutions allow data transfer between isolated systems when API is not ready due to technical feasibility or other reasons. The whole workflow solution enabled more precise risk controls and mitigations, which are crucial for financial service providers navigating today’s complex socio-economic landscape.

Our collaboration with UiPath has been a significant facilitator of our Bank’s digital transformation. With operational efficiency largely boosted through automation, we have laid a solid foundation for BEA to develop additional digital capabilities and optimize internal processes, and deliver seamless services both within and outside the Bank.

Stephen Leung, Group Chief Information Officer, General Manager and Head of Technology and Productivity Division, BEA

Streamlining UAT case development for corporate cyberbanking system

To enhance services for its corporate clients, BEA is revamping its corporate cyberbanking system, known as the "Corporate Digital Channel" ("CDC"). During development, the project team needs to configure test data for UAT tests. As the number of UAT tests increases, this has become a heavy workload for the CDC team.

After identifying the main challenges, BEA's RPA team developed a UiPath robot to automatically create customer information records, including contact information (office address/email/telephone number, etc.), and establish CASA accounts for testing purposes. Previously, the average setup time was 20 minutes, but now it takes just 1 minute. This improvement not only increases efficiency but also decreases error rates, greatly benefiting the team.

Enabling business with state-of-the-art technology

To date, deploying UiPath automation solutions across multiple divisions within BEA has already saved the Bank over 553,000 aggregated hours of processing time. Currently there are 77 attended processes being used, saving 29,000 hours per year for the Bank.

As for the future, BEA has already outlined a clear roadmap to promote citizen development for automation across multiple business lines and supporting units within the bank, enabling people without technological backgrounds to improve their daily work processes and achieve more with advanced capabilities provided by the UiPath platform.