Case Study

Front-line and Contact Center Bankers Get Back Office Power Through Process Management

In the highly competitive field of consumer banking, delivering superior customer service is a business imperative. To overcome the complex processes and the systems facing them, the bank established several key goals for enhancing the customer experience as part of their enterprise-wide business process improvement initiative. These initiatives included: Continuously improve customer service while increasing efficiency and productivity; Enhancing the employee experience by empowering staff to directly service the customer relationships they manage and streamlining user processes that once required multiple touch points.


Business Goals

  • Improve customer service while increasing efficiency and productivity
  • Enhance the employee experience by empowering staff to directly service the customer relationships they manage
  • Lessen paperwork to enhance compliance and reduce costs
  • Streamline multi-touch user processes

Results

  • Improved user productivity
  • Accelerated customer on-boarding
  • Recognized significant annual savings
  • Reduced cycle time by an average of three days

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