A Fortune 500 Global Banking Leader Upgrades its Customer Service Request Management with Newgen

Overview

Our customer is a top global bank, serving 40 million users. With a strong presence in several countries, it offers a range of financial services, including personal, business, global, and private banking. Due to constraints in its existing IT infrastructure, the institution faced several challenges in managing service requests. This included difficulty in storing, managing, and effectively utilizing diverse requests and complaints. To address these challenges and transform its operations, the bank chose Newgen as a digital, dynamic, and dependable technology partner.

Transformative Steps Taken by Newgen

Newgen implemented its Financial Service Request Management Solution (SRM) for seamless tracking of complaints and requests.  The solution enabled the bank to integrate and update its entire workflow. The workflows streamlined everything from customer inquiries to compliance procedures, resulting in quicker response times and a delivering a digital-first user experience.

Read the case study to gain detailed insights into how Newgen’s integrated solution transformed the bank’s approach to customer service. Learn about the specific features that helped the bank address inefficiencies and maximize overall operational performance.