MSA National and EY mark robotics process automation program milestone

MSA and EY today announced completion of phase 1 of MSA’s robotics process automation (RPA) program. Over its 27 year history MSA has been committed to “Australian staff serving Australian customers”. The deployment of robotics provides MSA with the ability to quickly and effortlessly meet market demand for its white-labelled documentation and settlement services without the need to offshore.

MSA National has been at the forefront of digital transformation in the mortgage industry, launching its suite of three digital products: “IDme” VOI Mobile App, “NewGen” Digital Home Loan Documents and Customised video CX solution “My Video”.

MSA’s Managing Director, Sam Makhoul said, “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. This gives us tremendous leverage to scale our operations quickly to meet the ever-increasing demand for our services.

Commenting on EY, Sam Makhoul went on to say, “We enter into business relationships mainly on the basis of compatibility. The more we met with the team at EY the more we found them to be a perfect cultural fit. The EY implementation team have embraced our goals with a passion. They have embedded themselves into our operation and delivered measurable results quickly. Their attention to every detail is truly impressive.”

EY’s Asia-Pacific Digital Operations Leader, Andy Gillard said, “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.”

About MSA National
For over 27 years MSA has been a champion for the broker and customer experience. And in 2016 they established themselves as market leaders by launching a suite of digital innovations that is transforming the customer experience and making the documentation and settlement process faster and simpler than ever before. Most of all MSA is known for its file ownership model which delivers legendary service from a team that have genuine empathy and humility for the customer. To find out more please visit www.msanational.com.au

About EY
EY is a global leader in assurance, tax, transaction and advisory services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities. For more information, please visit ey.com.au.


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