Global Banking’s High-Wire Act: Juggling Process Automation to Master the Art of Efficiency
Overview.
In the rapidly evolving global banking industry, efficiency and customer satisfaction are paramount. Current trends highlight the adoption of automation and AI to streamline processes. This case study showcases Coforge's innovative solutions to enhance operational efficiency and customer experience. Readers will gain valuable insights into implementing automation to significantly improve business processes and customer satisfaction.
In the grand arena of global banking, our client was performing a high-wire act with:
A dizzying 80% of applications thrown into the air, manually managed with time-consuming, disjointed batch processing.
The act of delivering credit cards and crafting other financial products stretched over days, testing our Customer’s patience.
Solution.
With a flourish of the wand, Coforge transformed the act into a mesmerizing performance
Introduced Straight Through Processing (STP) capabilities with Pega Customer
Decision Hub™ 7.3.1, automating core business processes and turning real-time onboarding into a show-stopping feat.
Engineered a robust solution for seamless STP across all core business processes, ensuring not a single ball would drop.
Took the spotlight for an end-to-end implementation across the India region, before expanding the tour to Malaysia, Singapore, and Hong Kong, dazzling an international crowd
The Impact.
90%
Processes automated
The implementation of automation led to significant improvements and accolades:
Dramatic reduction in processing times, eliminating delays and enhancing customer experience.
Increased customer satisfaction, reflected in positive feedback and higher satisfaction indices.
Key Milestones
The transformation highlighted several key successes:
Achieved a remarkable 90% automation rate in business processes, setting a new standard in operational efficiency.
Reduced credit card approval and product rollout times from days to hours, greatly exceeding customer expectations.
Through strategic automation, Coforge and our client successfully overcame the complexities of global banking operations, delivering exceptional service and efficiency worldwide.
