{"id":2143529757,"date":"2026-06-10T06:48:44","date_gmt":"2026-06-10T06:48:44","guid":{"rendered":"https:\/\/newgensoft-v2.wordpoets.com\/resources\/"},"modified":"2026-06-10T07:20:21","modified_gmt":"2026-06-10T07:20:21","slug":"case-study-bankvic-raises-the-bar-in-complaint-management-with-newgenone-platform","status":"publish","type":"case-study","link":"https:\/\/newgensoft.com\/resources\/case-study-bankvic-raises-the-bar-in-complaint-management-with-newgenone-platform\/","title":{"rendered":"Case Study: BankVic Raises the Bar in Complaint Management with NewgenONE Platform"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\"><strong>Overview<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">BankVic is a trusted mutual bank based in Victoria and it is known for its member-first approach. In order to deliver faster resolutions, enhance member experience, and meet regulatory demands, the bank wanted to modernise its complaints management process. And, to make it happen, the bank chose Newgen as its digital transformation partner.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>What Changed with Newgen?<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">BankVic leveraged <strong>Newgen\u2019s<\/strong> <strong>Complaints Management Solution<\/strong>, built on <a href=\"https:\/\/newgensoft.com\/au\/platform\/\" target=\"_blank\" rel=\"noreferrer noopener\">an AI-first, low-code NewgenONE platform<\/a><strong>. <\/strong>The deployed solution featured two key components:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>a member-facing digital form accessible via the bank\u2019s website\/app<\/li>\n\n\n\n<li>an employee workspace to manage, track, and resolve cases with ease<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">The robust solution enabled the bank to witness a wide range of qualitative improvements, such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Faster resolutions<\/strong> through automated case routing<\/li>\n\n\n\n<li><strong>Better compliance<\/strong> adherence with built-in SLA management and audit visibility<\/li>\n\n\n\n<li><strong>Complete transparency<\/strong> with real-time tracking and updates<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Read the complete case study<\/strong> to gain detailed insights into how BankVic leveraged AI to modernize its complaints process. Additionally, explore the capabilities that helped the bank move faster, serve its members better, and meet regulatory goals.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Overview BankVic is a trusted mutual bank based in Victoria and it is known for its member-first approach. In order to deliver faster resolutions, enhance member experience, and meet regulatory demands, the bank wanted to modernise its complaints management process. And, to make it happen, the bank chose Newgen as its digital transformation partner. What [&hellip;]<\/p>\n","protected":false},"author":20,"featured_media":2143529814,"template":"","resources-topic":[321,322,96],"resources-group":[],"class_list":["post-2143529757","case-study","type-case-study","status-publish","has-post-thumbnail","hentry","resources-topic-bankvic","resources-topic-complaint-management","resources-topic-newgenone"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Case Study: BankVic Raises the Bar in Complaint Management with NewgenONE Platform - Newgen Resources (DX++)<\/title>\n<meta name=\"description\" content=\"BankVic Raises the Bar in Complaint Management with NewgenONE Platform\" \/>\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-bankvic-raises-the-bar-in-complaint-management-with-newgenone-platform\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Case Study: BankVic Raises the Bar in Complaint Management with NewgenONE Platform - 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