Case Study
BankVic Raises the Bar in Complaint Management with NewgenONE Platform
Overview
BankVic is a trusted mutual bank based in Victoria and it is known for its member-first approach. In order to deliver faster resolutions, enhance member experience, and meet regulatory demands, the bank wanted to modernise its complaints management process. And, to make it happen, the bank chose Newgen as its digital transformation partner.
What Changed with Newgen?
BankVic leveraged Newgen’s Complaints Management Solution, built on an AI-first, low-code NewgenONE platform. The deployed solution featured two key components:
- a member-facing digital form accessible via the bank’s website/app
- an employee workspace to manage, track, and resolve cases with ease
The robust solution enabled the bank to witness a wide range of qualitative improvements, such as:
- Faster resolutions through automated case routing
- Better compliance adherence with built-in SLA management and audit visibility
- Complete transparency with real-time tracking and updates
Read the complete case study to gain detailed insights into how BankVic leveraged AI to modernize its complaints process. Additionally, explore the capabilities that helped the bank move faster, serve its members better, and meet regulatory goals.
