Banking Sector Automation Case Study: How a Leading Australian Bank Transformed Operations with CiGen
AUTOMATION BENEFITS SNAPSHOT
- Over 20% reinvestment in workforce growth
- 100% time efficiency improvements
- 100% accuracy and compliance improvements
- Incredible scalability and visibility
ABOUT THE COMPANY
A leading Australian bank offers loans and term deposits in a highly competitive and regulated industry. Operating in an environment where compliance, speed and scalability are critical, the bank needed ways to deliver faster, more accurate services without adding unnecessary operational overhead.
THE SITUATION
With rising customer demand, the bank faced challenges from manual, back-office processes.
Staff were required to gather information, validate it, apply business rules and re-enter data across multiple platforms before a loan or term deposit could progress.
These tasks were repetitive, time-consuming and carried the constant risk of human error. This reinforced the need for a trusted partner who could understand the bank’s processes and deliver reliable results through automation.
THE CHALLENGE
The bank’s leadership team recognised that sustainable growth required an automation solution that could:
- Speed up loan and term deposit processing to improve customer turnaround times.
- Eliminate error-prone manual entry to reduce compliance risks.
- Scale operations without proportional increases in staff.
- Standardise processes to deliver consistency and strengthen reporting.
The goal was never to replace people, but to remove repetitive, low-value work – freeing staff to focus on serving customers and driving innovation. That’s when the bank turned to CiGen.
CiGen’s SOLUTION
To overcome the challenges, CiGen partnered closely with the bank to design and implement a suite of automations tailored to their unique needs. Over an 18-month period, a number of active automations were developed and deployed, many running daily or intra-day to keep pace with demand.
The processing automations covered a wide range of critical banking activities, including loan assessments and pre-approvals, loan contract creation and settlement (together with customer onboarding), as well as term deposit creation and funding.
On the reporting side, automations were developed to collate operational metrics and generate dashboards and reports for management oversight, ensuring leadership had timely and accurate insights at their fingertips.
Behind the scenes, the automation robots follow structured steps to complete these processes efficiently and accurately. For example, they:
- Collate data from various sources, such as spreadsheets, external websites, internal portals and various back-end banking platforms.
- “Read” data directly from screens where necessary, or leverage silent methods and APIs to gather information in the background.
- Enter data into one or more of these same applications.
- Perform calculations on collated data.
- Apply logic-driven assessments and decisions based on predefined rules, criteria and thresholds – which can be adjusted as business requirements evolve.
CiGen designed every automation to operate under strict banking protocols and rule sets, ensuring each task is executed consistently
and in compliance with industry requirements.
Instead of improvising or “thinking for itself”, the automation programs follow clearly defined checkpoints, giving the bank confidence in the accuracy and reliability of every outcome.
In practice, CiGen effectively built a digital workforce that seamlessly manages repetitive tasks from start to finish.
THE RESULTS
Through its partnership with CiGen, the Australian bank has been able to transform the way its core operations are run.
We’ve expanded the business without expanding the number of people, as automation now handles tasks that once required large manual teams – giving the bank the ability to scale faster and with greater precision.
Together with CiGen, these changes have delivered measurable benefits, including:
- Reinvestment in workforce growth: Automation absorbed over 20% of workload growth, enabling the bank to scale and reinvest without adding headcount.
- 100% Time efficiency: Robots complete tasks dramatically faster than humans, and because the automations are “zero-touch,” staff win back close to 100% of the time they previously spent on manual work.
- 100% Accuracy and compliance: Robotic data entry is 100% accurate, eliminating costly typos and errors that carry high liability and reputational risk in banking.
- Complete system integration: Previously siloed systems can now communicate through bots, enabling faster data flow and more seamless operations.
- Incredible scalability and visibility: Robots can absorb increasing workloads without the need to hire or train additional staff, such as loan assessors or operations specialists. Meanwhile, real-time dashboards give leadership clear oversight of operations.
These outcomes highlight how automation, delivered in partnership with CiGen, has become a true growth enabler – streamlining efficiency, reducing risk and opening capacity for scale.
By working with a specialist in automation, the bank hasn’t just optimised operations; it has built a resilient foundation for sustainable growth and future innovation.
Want to experience the power of automation for your business?
At CiGen, we empower you to drive your business towards a stronger future with AI-powered innovation.
We’re more than just an automation services provider. We’re specialist experts in leveraging AI technology solutions and consultative-led services to redefine conventional workflows that will transform your business for the better.
Discover how we can help your organisation to reach its full potential with AI-powered tech and business solutions.
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AI / Automation Solutions and Services
Level 4, 287 Lonsdale Street, Melbourne VIC 3000, Australia
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