Banking on the Future: The Coforge’s Game Plan for Elevating Digital Efficiency in the Global Finance Scene
Overview.
Our client, a leading player in the banking sector, faced several challenges: unclear team performance metrics, difficulty tracking digital distractions, and limited visibility on employee activities and technology capabilities. Coforge addressed these issues by deploying a Workforce Intelligence navigator, implementing the Pega Smart Dispute™ framework, and rolling out Intelligent Virtual Assistants, resulting in a 20% reduction in customer follow-up inquiries and a significant boost in customer satisfaction.
In the fast-paced world of our client’s industry, several obstacles:
A blurred view of the team’s daily performance.
Difficulty in tracking the sneaky speed bumps of digital distractions and enterprise hurdles.
No clear sight of the action happening on employees’ desktop dashboards.
A foggy course with no visibility on technology capabilities or roadblocks.
Solution.
To gain pole position, Coforge revved up some high-octane solutions:
Deployed a Workforce Intelligence navigator in the banking sector, mapping out productivity pathways.
Implemented Pega Smart Dispute™ framework, a streamlined engine for managing transaction exceptions and automating the inquiry circuit across financial departments.
Rolled out Eight Business Units with an Intelligent Virtual Assistant, equipped with “email listeners”—software bots with natural language processing nitro —clearing over 100,000 emails off track.
Crossed the automation finish line in 500 processes, boosting the clients team performance.
The Impact.
The team’s collaborative effort led to monumental victories:
A 20% reduction in customer follow-up inquiries.
The new solution’s power unleashed, automating 500 processes across various sectors of our clients business.
