Case Study
Client is the largest bank in Philippines offering universal banking solutions and industry-leading products & services to the retail and corporate customers.
The client partnered with Infosys to eliminate paper-based operations, replace outdated technology and processes with modern, efficient, and secure digital solutions.
Key Challenges
- The technology landscape consisted of multiple disparate legacy systems, leading to higher maintenance costs and efforts
- Paper based operations caused redundancies and severe delays cramping up the system resulting in ineffective customer support
- Lack of personalized user experience due to disjointed operations leading to customer attrition
- Manual and inefficient account management processes resulting in sub-optimal productivity
- Difficulty in tracking performance, identifying trends, and making decisions due to lack of insights from siloed systems
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Talk To ExpertsThe Solution
Digitization of Customer Onboarding journey using Microsoft Dynamics 365
- Designed and built a customer experience platform for banking leveraging D365 to provide a seamless customer experience
- Designed and implemented customer contact center for smooth resolution of service requests and incidents
- Enabled officials to seamlessly onboard customers with guided business process flows
- Envisioned and implemented customer journeys for the Credit Card and Loans department as part of the Overall Consumer Banking offerings
Integrated CRM with Bank’s system of records to provide a complete onboarding process(STP).
Implemented intelligent chatbots that leveraged Natural Language Processing for providing AI-enabled assistance to FAQs and redirecting to customer service teams for the Consumer Banking and Network Banking groups as needed
Enabled auto-calculation of Customer Risk Profiling and scoring in integration with 3rd party KYC check systems
Improved issue resolution timeframes with focus on optimizing efforts through robust knowledge management
Scalable Digital platform with Future Proofing for anticipated changes in business and domain
Benefits
Streamlined onboarding process for quick turnaround, superior experience & scalability
66% reduction in customer onboarding time across the Current Account Savings Account (CASA) products based on the redesigned process
Enhanced operational productivity of regional managers and branch personnel by 27% using AI and chatbots
Simplified business processes for corporate functions like audit, security, and compliance
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