case study

FCMB RPA Automation

Highlights

Comprehensive Process Review

Conducted an extensive process discovery assessment across six key business areas.

Streamlined Workflow Automation

Identified and prioritized processes for automation to enhance operational efficiency.

Transformational Roadmap

Progressing through design, validation, execution, and deployment stages for impactful outcomes.

Overview

FCMB Nigeria, a prominent financial institution, partnered with Manifold to implement Robotic Process Automation (RPA) across the organization. The initiative aimed to address operational inefficiencies, enhance customer experiences, and optimize costs.

Manifold initiated the engagement with a process discovery assessment, evaluating core workflows across the Contact Centre, SME Account Opening, Fraud Management, IT Control, Procurement, and Enterprise Risk. The assessment provided a foundation for identifying RPA opportunities and aligning automation strategies with business goals.

With the discovery phase completed, Manifold is now progressing through the subsequent stages of the engagement, including Initial Design, Validation, Execution, and Deployment, ensuring a structured and impactful implementation journey.

Challenge

FCMB Nigeria faced several challenges that hindered operational effectiveness and service delivery, including:

  • Inefficient Processes: Manual, repetitive tasks across critical business areas.
  • Operational Costs: High costs due to process inefficiencies.
  • Customer Experience Gaps: Inconsistent and delayed service impacting customer satisfaction.

Objectives

The RPA initiative was designed to achieve the following objectives:

  • Enhance operational efficiency through automation of high-volume, repetitive processes.
  • Optimize resource allocation and reduce costs.
  • Improve customer experiences by enabling faster, more reliable service.

Solution

Manifold conducted a comprehensive process discovery assessment to evaluate FCMB’s operations and identify RPA opportunities. The assessment focused on six critical areas:

  1. Contact Centre
  2. SME Account Opening
  3. Fraud Management
  4. IT Control
  5. Procurement
  6. Enterprise Risk

Following the discovery phase, the project is now advancing through the following stages:

  • Initial Design: Crafting RPA solutions tailored to business needs.
  • Validation: Ensuring automation solutions align with operational goals.
  • Execution: Implementing RPA solutions in a phased manner.
  • Deployment: Deploying solutions to deliver measurable impact.

Results

Upon successful completion, FCMB Nigeria is expected to realize:

  • Cost Efficiency: Reduced operational costs through streamlined workflows.
  • Customer Experience Enhancement: Faster and more consistent service delivery.
  • Operational Agility: Enhanced flexibility and responsiveness to business needs.

Looking Ahead

The structured approach taken by Manifold positions FCMB Nigeria to unlock significant operational and customer-centric benefits. As the project progresses, FCMB will be better equipped to optimize resources, scale operations, and deliver exceptional customer experiences.