Case Study

Improved In-bank Customer Experience, Contact Center and Back Office Operations

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The client had bottlenecks that are all too common in the retail banking industry. Cumbersome manual business processes required bank employees to toggle through multiple screens and legacy applications. They saw that integrating multiple legacy applications including mainframe, Windows and web applications was vital to improving efficiency. They sought to streamline business processes for bank employees without modifying existing application code. As a result, they hoped to reduce and simplify the training required for new account managers.


Business Goals

  • Integrate multiple legacy applications including mainframe, Windows and web applications
  • Streamline business processes for bank employees without modifying existing code
  • Enhance agent and client satisfaction
  • Reduce and simplify the training required for new account managers

Results

  • Reduced error rates from 29.7% to 2.0%
  • Cut processing times by 78%
  • Doubled the number of accounts processed
  • AHT decreased by 28% for policy compliance verification

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