Case Study: Service Request Automation using Newgen’s Customer Service Management Solution


Service Request Automation using Newgen's Customer Service Management solution

About the Customer

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

Barriers to Growth

The client dealt with 200 different service requests from customers daily, often leading to situations where requests remained unresolved for up to two months.

They were looking for a solution to streamline and improve tracking of service requests, thereby leading to faster closure of cases.

How Newgen Helped?

Read this Case Study to know how Newgen’s customer service management (CSM) solution helped the bank:

  • Reduce turnaround time 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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