Challenges

  • Compliance to regulations were difficult to track from SLA adherence perspective across regions and regulators
  • Retail Banking Customer Service over Email was increasing in volume and traditional tools like Outlook weren’t able to provide the right metrics
  • Corporate Banking helpdesk for managing corporate customer service
  • Internal requisitions for HR and IT needed a formal tool once the employee strength of the bank had become fairly large

Solutions

  • Compliance Solution built at branch-circle-Departments with whom the compliance should go to along with the frequency and escalation matrix
  • More than 500 agents handling corporate and retailing banking customer service requests
  • Nearly hundred agents manning the internal helpdesk systems from branch to corporate

Results

  • Complete Adherence to Regulatory requirements
  • The tool has significantly eased the administration of compliance which was a onerous task
  • Retail Banking Customer Service has increased multifold with little increase in agents due to productivity enhancement tools
  • Corporate Banking Service spikes related to monthly payroll are now managed smoothly through the system
  • Helpdesk requests are now formally tracked and SLA adhered by treating employee experience at par with customer experience