A Fortune 500 Global Banking Leader Transforms Customer Service with Newgen

A global financial leader serving 40 million customers faced a critical hurdle: managing a massive volume of service requests and complaints across fragmented legacy systems. Conventional infrastructure, manual processing and a lack of real-time visibility, posed as hurdles for customer service management for banks, leading to delayed response times and inconsistent customer experiences.

The Complexity of the Challenge

The bank’s operational landscape was vast and intricate, characterized by:

• Scale: Servicing 40 million global customers across personal, commercial, and private banking.
• System Silos: Disparate ERP and CRM systems lacked a unified interface and banking automation software, forcing manual hand-offs and increasing IT dependency.
• Breadth: Managing over 600 request types spanning more than 30 lines of business (LOBs), including lending, deposits, and wealth management.

The Strategic Solution: Unified SRM

To overcome these roadblocks, the bank implemented Newgen’s Financial Service Request Management (SRM) solution. Built on an AI-first banking platform, this system unified Business Process Management (BPM) and Enterprise Content Management (ECM) into a single, cohesive workflow.

Key Intelligent Features:

• Dynamic Service Desktop: A personalized single-screen view providing a holistic 360-degree view of the customer.
• Intelligent Routing: Automated business rules ensure requests are sent to the correct back-office department instantly.
• Proactive Monitoring: Real-time analytics and multi-level escalations ensure Service Level Agreements (SLAs) are met.

Transformation by the Numbers

Digital transformation in banking operations delivered immediate, scalable business impact:

• Monthly Volume: 30,000 cases processed per month
• User Support Empowered: 3,000 call center agents and back-office users
• Request Variety: Streamlined 600+ request types across 30+ LOBs
• Active Engagement: 1,751 active users across 203 distinct categories

The Bottom Line

By moving away from “point solutions” to a unified platform, the bank achieved complete process transparency, reduced turnaround times, and significantly enhanced customer satisfaction. This transformation has provided a future-proof foundation for the bank’s continued global growth.