To help its employees speed up Individual Savings Account (ISA) case management processes using intelligent automation, financial services provider Virgin Money deployed 26 Microsoft Power Automate virtual machine robots. The project was completed within an accelerated 12-week timeline, meeting regulatory compliance and setting a precedent for future automation. As a result, the bank has reduced costs, accelerated outcomes and ensured customers get the high-quality service they’ve come to expect.

An ISA can be a great option for UK-based investors seeking to grow their wealth tax-free. Maximizing this opportunity often coincides with the end of the UK tax year, when individuals are encouraged to utilize allowances, resulting in spikes of activity as customers move money.

As the expected influx approached, Virgin Money anticipated having to action around 4,000 daily cases over the course of three days during this peak period. To respond to the demand in a cost-effective way, the team partnered with Accenture and Avanade — a joint venture between Accenture and Microsoft. Leaders wanted to scale the bank’s virtual machine cluster to meet demand while maintaining a seamless customer experience.

Our joint team implemented a holistic, integrated platform — building and configuring 26 Power Automate bots. Our partnership supported a strategic imperative for the bank’s leadership to execute intelligent automation, providing the agility to deploy the new process in days and avoiding substantial IT and staffing costs.

Benefits of the new bots include:

•       Reduced manual labor: By increasing automation capacity, the bank didn't need to hire more employees.
•       Faster case resolution: Each new bot resolved cases in five minutes compared with eight minutes.
•       Significant cost savings: The team stayed within regulatory timelines, avoiding expensive and recurring licensing costs. 

Migrating and adopting Power Platform will continue delivering significant benefits, including business agility, increased automation opportunities and easier integration into the Virgin Money single-customer ecosystem.

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