Case Study: Automating the Service Request Process with Newgen’s Customer Service Management Application

Case Study

Automating the Service Request Process with Newgen’s Customer Service Management Application


About the Customer

Our customer is one of the oldest banks in the United Arab Emirates, founded over 40 years ago. They offer a wide range of personal and business banking services, and their electronic banking solutions include mobile and digital banking.

Barriers to Growth

The bank was dealing with over 200 different service requests from customers every day, leading to requests remaining unsolved for up to two months.

In order to reduce their response times and improve customer service, the bank began looking for a solution to streamline and improve how they tracked and managed service requests.

How Newgen Helped?

Download this case study to learn how Newgen’s customer service management (CSM) solution helped the bank to:

  • Reduce turnaround times by up to 50%
  • Improve status tracking of service requests
  • Reduce errors by up to 80%
  • Improve access to and availability of audit trails
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