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.
