{"id":2143529739,"date":"2026-06-10T06:35:43","date_gmt":"2026-06-10T06:35:43","guid":{"rendered":"https:\/\/newgensoft-v2.wordpoets.com\/resources\/"},"modified":"2026-06-10T06:38:12","modified_gmt":"2026-06-10T06:38:12","slug":"case-study-fortune-500-bank-upgrades-customer-service-with-newgen","status":"publish","type":"case-study","link":"https:\/\/newgensoft.com\/resources\/case-study-fortune-500-bank-upgrades-customer-service-with-newgen\/","title":{"rendered":"A Fortune 500 Global Banking Leader Upgrades its Customer Service Request Management with Newgen"},"content":{"rendered":"\n<h4 class=\"wp-block-heading\"><strong>Overview<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">A Fortune 500 global banking leader serving 40 million of customers across geographies set out to modernize its Customer Service Request Management (SRM) operations. With hundreds of request types spanning retail, commercial, private, and global banking, the institution needed a scalable, AI-enabled, low-code service request management platform to unify workflows, improve turnaround times, and deliver consistent omnichannel service experiences<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Challenges Faced by the Customer<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">The bank struggled with manual request processing, lack of automated workflows, and no real-time tracking of service requests, leading to delays, incomplete information, and missed TATs. Disconnected systems such as ERP and CRM, without a unified interface, created operational complexities and high IT dependency. Limited multi-channel integration and poor visibility into request status resulted in inconsistent customer experiences, reduced transparency, and lower service agility.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>How Newgen Made a Difference<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Newgen implemented a unified <a href=\"\/solutions\/industries\/financial-institutions\/retail-banking\/financial-service-request-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">Financial Service Request Management (SRM)<\/a> solution, built on an <a href=\"\/platform\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI-first low-code platform<\/a> combining <a href=\"\/platform\/process-automation\/\" target=\"_blank\" rel=\"noreferrer noopener\">BPM<\/a> and <a href=\"\/platform\/content-services-platform\/\" target=\"_blank\" rel=\"noreferrer noopener\">ECM<\/a> capabilities. The solution introduced intelligent routing, business rules\u2013driven prioritization, real-time analytics, multilevel escalations, and a single-screen service desk for end-to-end request visibility. The platform seamlessly integrated with existing core systems, enabling omnichannel request intake, governance-by-design, and rapid adaptability at enterprise scale<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Benefits Achieved by the Customer<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Faster request resolution and reduced turnaround time<\/li>\n\n\n\n<li>Consistent service delivery across channels and geographies<\/li>\n\n\n\n<li>Improved transparency, tracking, and compliance adherence<\/li>\n\n\n\n<li>Higher operational efficiency with lower IT dependency<\/li>\n\n\n\n<li>Scalable SRM foundation supporting hundreds of request types<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Read the case study to gain detailed insights into how Newgen\u2019s integrated solution transformed the bank\u2019s approach to customer service. Learn about the specific features that helped the bank address inefficiencies and maximize overall operational performance.<\/em><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Overview A Fortune 500 global banking leader serving 40 million of customers across geographies set out to modernize its Customer Service Request Management (SRM) operations. With hundreds of request types spanning retail, commercial, private, and global banking, the institution needed a scalable, AI-enabled, low-code service request management platform to unify workflows, improve turnaround times, and [&hellip;]<\/p>\n","protected":false},"author":23,"featured_media":2143524765,"template":"","resources-topic":[86,205,204],"resources-group":[],"class_list":["post-2143529739","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","resources-topic-banking","resources-topic-service-request-management","resources-topic-srm"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>A Fortune 500 Global Banking Leader Upgrades its Customer Service Request Management with Newgen - Newgen Resources (DX++)<\/title>\n<meta name=\"description\" content=\"A Fortune 500 global banking leader serving 40 million of customers across geographies set out to modernize its Customer Service Request Management (SRM) operations.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/newgensoft.com\/resources\/case-study-fortune-500-bank-upgrades-customer-service-with-newgen\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A Fortune 500 Global Banking Leader Upgrades its Customer Service Request Management with Newgen - 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