Customer Stories

Accelerating digital transformation with an Intelligent Automation CoE for a leading business process services provider

Business Impact


Reusable code was developed showcasing extensible design philosophy


Faster release cycle for new processes


Processes were automated in parallel as benchmark processes

What our client wanted:

A leading global provider of business services was looking to accelerate the implementation of its enterprise-wide automation strategy with the vision to improve customer experience, employee engagement, and process efficiencies. The client operates across America, Europe, Australia, and Asia, aiming to scale automation of its processes across multiple business units.

The IA CoE enabled rapid scaling of automation across the organisation helping them meet their business critical KPIs like increased time savings, reduction in costs, and improved employee morale.

“LatentBridge, our strategic automation partner, collaborated with us to establish an Automation Centre of Excellence, creating an automation framework with industry best practices and strong governance. This program helped us accelerate our digital and operational excellence initiatives across the company”

Programme Director

How we helped:

LatentBridge engaged in strategic discussions with business and technology leaders to understand their automation goals and priorities. As most automation occurs in silos, LatentBridge wanted to encourage a synergised and holistic approach by establishing an Intelligent Automation Centre of Excellence (IA CoE).

IA CoE is designed to bring automation initiatives across the organisation together, create an automation roadmap by identifying the right automation candidates, and avoid reinventing the wheel each time a new process or line of business is exploring automation. To successfully navigate the automation journey, it is important to know exactly what to automate.

Impact on our clients:

LatentBridge's automation experts collaborated closely with the technology and business teams to develop a set of guidelines to drive rapid and sustainable adoption of automation through:

  • An RoI maximisation framework
  • Sharing of best practices for tools and methodologies
  • Adoption of industry standards in processes and documentation
  • Implementing a scalable governance framework



Retail and Corporate Banking

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