Financial Services
Designing and implementing a sophisticated transaction monitoring tool
01 Jun 2023
Context
  • A private sector bank wanted to enable and empower the client-facing service teams by providing them access to client and transaction information/resolution tools etc
Approach
  • Examined the challenges experienced by customer servicing teams when addressing diverse customer queries
  • Recommended creating an observatory tool in the form of a glass pane to offer end-to-end visibility of transactions to the relevant client servicing teams
  • Detailed the relevant features required in a transaction monitoring tool that enables client servicing teams to quickly respond to clients with the diagnosis of the issue
  • Suggested appropriate build type (complex vs simple) for the tool based on considerations such as development cost, system scalability, etc.
  • Developed wireframes and a journey flow for the transaction monitoring tool, taking into account feedback from relevant stakeholders 
  • Created a detailed implementation roadmap to ensure the timely execution and launch of the tool for all the relevant teams
  • Trained internal and external users about the usage of the transaction monitoring tool via product demos and self-serve manuals
Praxis value delivered
  • Seamless servicing experience 
    • Created real-time visibility of client transactions to servicing teams, leading to reduced TAT for query assessment/resolution and enhanced client convenience and experience
  • Increased productivity
    • High volume of queries could be resolved with the same bandwidth due to fewer hand-offs and reduction of manual interventions in the diagnosis and query resolution process
Do you want to turbocharge your business using digital technologies and processes? Write to us below.

Ready to talk?

I want to talk to your experts in:

We work with ambitious leaders and transformative clients who are defining the future. Together, we achieve extraordinary outcomes.

I have read the privacy policy and I agree to its terms.