Leading private bank boosted service productivity 25% with real-time visibility tool
01 Jun 2023
2 min read
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.
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