MSA National hits digital transformation milestone

By Staff reporter

10 July 2017

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Mortgage industry services provider MSA National and professional services giant EY have announced the completion of phase one of MSA’s robotics process automation (RPA) program.

In a statement, MSA said the deployment of robotics provides the Sydney-based group with the ability to meet market demand for its white-labelled documentation and settlement services without the need to offshore.

MSA National has been driving digital transformation in the mortgage industry, recently launching a suite of three digital products: the ‘IDme’ VOI Mobile App, ‘NewGen’ Digital Home Loan Documents and Customised video CX solution ‘My Video’.

“Our robotics program fits nicely into our ‘Digital Now’ change program. We see robotics as a strategy not just for operational efficiency but as an empowerment tool for our staff to leverage from so they can focus on high value interactions with customers, leaving the simplistic data-driven repetitive tasks to the robots,” MSA managing director Sam Makhoul said.

“This gives us tremendous leverage to scale our operations quickly to meet the ever-increasing demand for our services,” he said.

EY’s Asia-Pacific digital operations leader, Andy Gillard, said that it has been a privilege to work with the MSA National team on the first phase of their digital enablement journey.

“Our team have been inspired working with such a customer-centric, rapid growth organisation which has embraced the possibilities of robotics and intelligent process automation, and is applying it to empower their workforce and grow their business.”