Case Study

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

  • PDF
  • 377 KB

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

Tags

Related Resources

PegaWorld 2018 promo card

PegaWorld 2018

Registration is Now Open

Discover why 4,500 global leaders plan to join us next June in Las Vegas!

The Salesforce.com Alternative

Considering Salesforce.com?

Don’t fall for the hype. See why today’s leading enterprises choose Pega CRM.