case study

Transforming Customer Experience for a leading US Bank

A leading US Regional Bank offers retail and commercial banking products and services to individuals, small businesses and commercial industries. The bank was looking to transform their customers’ experience by automating their existing complaints management process to manage customer complaints seamlessly.

Infosys built a Complaints Management solution on ServiceNow’s cloud based platform and delivered this centralized, highly configurable solution as part of its Enterprise Service Management Café offering with anytime-anywhere accessibility and faster go-to-market advantages to transform the bank’s customers’ experience digitally.

Key Challenges

  • Due to an outdated customer service tool, on an average day, nearly 10,000 internal users of the bank were sending 150 external emails to its customers. Complaints were not linked to the email communications sent out resulting in increased customer dissatisfaction.
  • Due to the current tool being present on premise and not on cloud, timely support and consistent resolution of customer complaints was affected, that came in through various channels (portal, calls, chat, communities).
  • Service requests were being tracked off-line with no unified visibility into the status of each customer complaint. Several members of the bank were dedicated to pulling reports from the existing tool only to ensure they met their SLAs.

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The Solution

Minimized operational risks and enabled faster and efficient resolution of service requests.

  • Infosys Complaint Management solution built on ServiceNow’s cloud based platform leveraged the Customer Service Management module to provide a single interface for logging, tracking and managing customer grievances
  • ‘Intelligent workflows’ to direct customer complaints to appropriate teams for resolution, and simplified data entry by gathering data from disparate systems
  • The solution comes with a strong communication and service management system along with the availability of accurate data for faster resolution of complaints

Transformed Customer Experience

  • Faster and more efficient resolution of complaints due to quick access to relevant information based on the user and the complaint type
  • Automated workflows for standardized resolution within stipulated SLAs
  • Reduction in duplicate complaints via the centralized complaints management system
  • End to end visibility of complaints to the helpdesk and proactive communication to customers reduced the number of follow ups considerably


Effort and time saved from automating the complaints management process

$ 1,000
Cost savings per day as a result of 1.1 Mn complaints being processed by a centralized solution

15 - 20 %
Reduced complaints as the solution captures complaints across communication channels providing consistent resolution within SLA and, avoiding deduplication