Agile Ramp up: Chat Process Transition in 8 weeks during Pandemic from Incumbent for a leading FinTech Client
Overview.
This case study highlights how Coforge, as a strategic partner, helped an American fintech and bank holding company overcome the challenge of high incoming chat requests due to government-announced stimulus assistance programs. The client sought a partner with banking domain customer experience (CX) expertise and strong technology capabilities to improve CX.
The key business challenges encountered by the client included:
High influx of chat requests resulting from government stimulus assistance programs
Need for a strategic partner with banking domain CX experience and strong technology capabilities
Solution.
Coforge delivered a seamless transition, 100% remotely, during the pandemic while ensuring all tollgates were met. The solution and execution comprised the following key elements:
Deployment of a blended training model, combining in-office and work-from-anywhere (WFA) approaches to provide flexibility to employees
Leveraging a team of in-house subject matter experts (SMEs) for efficient knowledge transfer
Dedicated project manager and robust governance to ensure a smooth transition
Round table sessions with SMEs for effective knowledge transfer, followed by training certification
Efficient management of volumes through the utilization of visual dashboards, performance trends, and operations excellence practices
The Impact.
The implemented solution resulted in significant value and achievements for the client, including:
Perfect 5/5 Voice of Customer score achieved for smooth migration
Service Levels for Quality maintained at 95%, surpassing the target of 90%
Exceeded targets on Chat concurrency, ensuring efficient handling of customer inquiries
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