- Service Experience Transformation
- Success Stories
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.
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Minimized operational risks and enabled faster and efficient resolution of service requests.
Effort and time saved from automating the complaints management process
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