A leading US bank transforms the customer experience
A leading US regional bank was looking to transform their customer experience by automating their existing complaint management process. Offering retail and commercial banking products and services to individuals, small businesses, and commercial industries, the bank aimed to manage customer complaints of all kinds seamlessly. They turned to the Infosys Complaint Management solution.
Our solution was built on the ServiceNow cloud-based platform, as part of the Enterprise Service Management Café built on the ServiceNow Financial Services Management platform. It offers anytime-anywhere accessibility and faster go-to-market advantages that transform customer experiences digitally. Read on to discover how our solution helped a US bank address its challenges.
The key challenges
The bank had three major challenges:
1. An outdated customer service tool
This legacy technology was significantly slowing down operations. On an average day, nearly 10,000 internal bank users were sending 150 external emails to its customers. To make matters worse, complaints weren’t linked to the email communications. This led to confusion, frustration, and increased customer dissatisfaction.
2. A siloed system
The tool wasn’t cloud-based; it was located on the bank’s premises. This got in the way of timely support, and customers found that their complaint resolution experiences were inconsistent. Complaints were lodged via several different channels—through the portal, over the phone, by chat, and on communities—but the ecosystem was not holistic. Complaints fell through the cracks, and resolution was delayed.
3. A lack of visibility
Service requests were being tracked offline, which meant that there was limited visibility into the status of each customer complaint. To meet SLAs, several employees were dedicated to pulling reports from the existing tool, which was a waste of both time and money.
The solution
With the support of the Infosys Complaint Management solution, the bank was able to leverage the Customer Service Management module to provide a single interface for logging, tracking, and managing customer grievances. The cloud-based model increased visibility and reduced customer frustration. Intelligent workflows directed customer complaints to appropriate teams for resolution, simplifying the process. The workflows also streamlined data entry by gathering data from disparate systems. The solution provided a strong communication and service management system and made accurate data available. This led to faster resolution of complaints.
The transformed customer experience
The bank’s customers now enjoy faster and more efficient complaint resolution, while employees benefit from quick access to relevant information based on the user and complaint type. Automated workflows have standardized resolution within stipulated SLAs, and there has been a reduction in duplicate complaints via the centralized complaint management system. To cap it off, end-to-end visibility has allowed the helpdesk to proactively communicate with customers, reducing the number of follow-ups.
The benefits
Thanks to the Enterprise Service Management Café Complaints Management solution built on the ServiceNow Financial Services Management platform, the bank has seen benefits across time, money, and number of complaints. They are now saving 40% of time and effort, thanks to automation. Each day, the bank saves $1,000 due to 1.1 million complaints being processed by a centralized solution. And they have seen a 15–20% reduction of complaints since the solution captures complaints across communication channels and limits duplication. Part of Infosys Cobalt, this industry cloud solution was designed for the financial services industry to help enterprises accelerate and transform the customer experience.
If you’re looking to take your complaint management system to the next level, check out the Infosys Enterprise Service Management Café Complaints Management solution built on the ServiceNow Financial Services Management platform. We can help you reach your customer experience goals.