Case Study

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

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The bank was founded over 40 years ago and is one of the oldest banks in the United Arab Emirates. They offer a wide range of personal and business banking services, and the portfolio of electronic banking solutions includes Telephone and Digital Banking.

Challenges Faced by the Organization

The client catered to 200 different service requests from customers on a daily basis, leading to situations where some requests remained unresolved for up to two months. A paper-based processing environment made it difficult for the client to track the service requests. Branches and call centers dealt with a high volume of status inquiry calls, and the absence of a centralized automated system for status tracking added to the woes.
Follow-up and closure of these requests was a time-taking process due to the involvement of several departments, eventually leading to customer dissatisfaction.

Delivering Unified Customer Service Management (CSM)

The client leveraged Newgen’s CSM solution to streamline the processes related to the management of service requests. The CSM solution is built on Newgen’s business process management (BPM) and enterprise content management (ECM) platforms.
Newgen’s Enterprise Scanning Solution, OmniScan, which is part of Newgen’s ECM suite, helped digitize paper-based requests. The solution enabled auto-categorization of scanned images and ensured ease of reference through a single view display. Users were able to make informed decisions, with the help of auto-identification and alerts in case of request duplication.
The pre-defined parameters and a routing path ensured reduction in turnaround time, through auto-routing of requests to the concerned department. Further, receiving approvals from authorized user groups became easier.
The implementation helped the client track actions and deferrals throughout the application processing cycle, thereby ensuring faster closure.