In the banking sector, speed and efficiency are essential to delivering an excellent customer experience. However, achieving this is not always easy due to the high volume of cases and processes managed every day. Cajamar Cooperative Banking Group, one of Spain’s leading financial institutions, is no stranger to this challenge.
To address it, the organisation has recently embarked on a digital transformation journey, beginning with a feasibility study to evaluate the implementation of Power Platform and Robotic Process Automation (RPA) across several business processes. In this interview, Miguel Castillo, Innovation Director at Grupo Cooperativo Cajamar, explains how the organization is approaching this transformation.
«Before the Power Platform and RPA proof of concept (PoC), we faced a key challenge: too many manual tasks in the management of certain types of cases. This not only slowed down some associated processes but also limited our ability to respond quickly to our customers,» explains Miguel.
Miguel Castillo, Innovation Director at Group Cooperativo Cajamar
The results of the PoC provided valuable insights and marked a turning point for the organization.
«The PoC demonstrated that these technologies could deliver a significant reduction in the time required to process cases. This showed that moving the solution into production would allow us not only to be more efficient in responding to customers but also to free up valuable working hours that could be reassigned to other processes,» says the Innovation Director of Grupo Cajamar.
ENCAMINA’s role as a trusted partner
ENCAMINA’s support throughout the project has been one of the key pillars of the initiative.
«The ENCAMINA team has provided invaluable guidance, both from a technical perspective and in terms of how to approach the challenge itself. It has been a comprehensive collaboration that has helped us successfully navigate the PoC,» highlights Castillo.
Looking beyond the PoC
Following the success of the initiative, Grupo Cajamar is now considering expanding the implementation of Power Platform to additional processes and areas of the organisation.
«To achieve this, we will catalogue our processes and determine which can be automated using Power Platform, although our focus will not be on robotic automation alone,» explains Miguel.
«We prefer to move towards end-to-end automation by integrating capabilities directly into processes whenever possible, as we view RPA as an intermediate step on the path to full process automation,» he concludes.
A new era of transformation
One thing is clear: at Grupo Cooperativo Cajamar, the journey towards a new digital era is already underway. By exploring the possibilities of Power Platform and automation technologies, the organisation is laying the foundations for more efficient operations, faster customer service, and a future built on continuous innovation.
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