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Credit automation via Virtual Workforce Transformation

A key factor in enabling efficiency, customer centricity and increased performance management rigor


A number of industry and market factors are putting constraints on cost reduction, revenue growth and operational agility, forcing lenders to rethink core processes.

In this challenging environment, tailored automation ecosystems can have a material impact on cost-income ratios by reducing process costs by over 30 percent, enabling a more customer-centric operating model, and improving both business agility and intelligence.

Accenture’s credit automation ecosystem, given its deep domain experience, is uniquely positioned to accelerate automation-driven cost reduction, customer satisfaction improvement and market differentiation.


Accenture’s credit-centric automation ecosystem combines paper-based data extraction, robotics technology, analytics and exception-based process capabilities to transform the credit operating model in a way not yet done in the industry.

Accenture’s offering provides a dedicated team focused on robotics process automation (RPA) implementation and ongoing virtual workforce transformation, to create operational efficiencies, streamline processes and reduce processing times while complying with regulatory and internal requirements of the organization.

"50 percent increase in FTEs able to focus on customer service outcomes, with defined customer outreach and reduced focus on data administration."


RPA is the use of software to "mimic" the actions a human user would perform on a PC, at scale, to automate business processes that are highly repetitive, rule-based and use structured data.

Watch the video to learn how RPA is assisting in Residential Mortgage loan initiation, including creating a new loan in the loan origination system, ordering services and validating key information.



Processing costs reduced by up to 40 percent.

Seasonal demand can be managed by deploying virtual resources at a fraction of the cost of an FTE.


Higher staff and customer satisfaction by eradicating monotonous tasks, allowing individuals to focus on higher value work and creating certainty with customers.


Provision of greater visibility and auditability of processes, leading to better control over end-to-end process.


Consistent application and processing quality guaranteed, reducing quality/rework loops.

50 percent increase in FTEs able to focus on customer service outcomes, with defined customer outreach and reduced focus on data administration.


Training content and duration reduced by 40 percent, making new hires more efficient faster.

Increased productivity with the potential to operate 24/7. Fewer FTEs needed to complete repetitive tasks. 


Approximately six weeks required for a cost-effective implementation.