case study

ABSA Ghana RPA Automation

Highlights

Comprehensive Process Review

Evaluated and prioritized 57 processes for automation across four business areas.

Enhanced Operational Efficiency

Identified automation opportunities to streamline processes and boost productivity.

Strategic Automation Roadmap

Delivered a clear pathway to achieving scalable, cost-effective, and efficient operations.

Overview

ABSA Ghana, a leading financial institution, partnered with Manifold to implement Robotic Process Automation (RPA) across the organization. This initiative aimed to address operational inefficiencies, enhance productivity, and provide an improved customer experience. Through a rigorous process discovery assessment, Manifold unearthed key pain points and identified opportunities to reduce costs, scale operations, and achieve a streamlined, customer-centric approach.

The process discovery phase offered a deep dive into ABSA Ghana’s operational landscape. By evaluating 57 processes across trade operations, credit operations, account opening & maintenance, and card operations, Manifold identified high-impact RPA candidates and developed a detailed automation roadmap to guide execution.

Manifold’s systematic approach empowered ABSA Ghana to embark on a transformative journey, positioning the institution to achieve sustainable growth and operational excellence.

The partnership with Manifold has been instrumental in uncovering and prioritizing automation opportunities. Their structured approach and expertise are helping us achieve greater efficiency, enhance customer experiences, and support long-term growth goals.

Executive Sponsor

ABSA Ghana

Challenge

ABSA Ghana faced operational challenges that limited its ability to scale and meet evolving customer expectations. Key issues included:

  • Process Complexity: Manual, time-consuming processes across core business areas.
  • Cost Constraints: High operational costs due to inefficiencies.
  • Customer Experience Gaps: Inconsistent service delivery impacting customer satisfaction.
  • Regulatory Pressure: The need for precise compliance and risk management amidst a dynamic regulatory environment.

Objectives

To address these challenges, ABSA Ghana set out to:

  • Enhance operational efficiency by automating repetitive, high-volume processes.
  • Optimize costs and allocate resources to strategic areas.
  • Improve customer experiences through faster, more reliable service delivery.
  • Strengthen compliance and risk mitigation strategies.

Solution

Manifold conducted a thorough process discovery assessment to evaluate ABSA Ghana’s current operations and prioritize RPA implementation. This involved:

  • Process Identification: Identifying critical workflows across the organization.
  • RPA Prioritization and Analytics: Ranking processes based on their potential impact and feasibility for automation.
  • Automation Roadmap Development and Implementation: Crafting a phased strategy for implementing RPA.

The assessment evaluated 57 processes across four business areas:

  • Trade Operations: 5 processes identified.
  • Credit Operations: 6 processes identified.
  • Account Opening & Maintenance: 35 processes identified.
  • Card Operations: 11 processes identified.

The insights gained from this phase allowed ABSA Ghana to align its automation strategy with business priorities, setting the stage for transformational benefits.

Results

As ABSA Ghana executes the automation roadmap, it is poised to realize significant benefits:

  • Cost Efficiency and Resource Optimization: Achieving operational efficiency while reducing costs.
  • Customer Experience Enhancement: Delivering seamless, responsive service to meet evolving customer expectations.
  • Compliance and Risk Management: Ensuring robust compliance and risk mitigation in a complex regulatory environment.
  • Scalability for Growth: Building a scalable framework to support sustainable growth.

Looking Ahead

The automation roadmap developed by Manifold positions ABSA Ghana for continuous improvement and innovation. With scalable solutions in place, the institution is well-equipped to address emerging challenges, exceed customer expectations, and achieve strategic business goals.