A leading bank in the BFSI sector was struggling with outdated systems that made loan approvals, credit card maintenance, and dispute resolution slow and inefficient. Manual processes caused delays, errors, and a poor customer experience, leading to operational bottlenecks and potential revenue loss.
The bank’s service teams had to navigate fragmented systems, perform repetitive manual checks, and deal with limited automation. As customer requests increased, these inefficiencies worsened, making it difficult to scale operations while maintaining service quality.
Smarter automation for seamless banking
To streamline operations and improve efficiency, we implemented a Salesforce-based solution that:
- Unified multiple service channels for a seamless experience across loan and credit card management
- Automated loan processing workflows, including credit checks and disbursements
- Integrated dispute resolution processes with core systems for faster, error-free handling
By reducing manual interventions and improving data visibility, the bank achieved faster turnaround times, enhanced customer satisfaction, and a more scalable service model
Business Impact
- Faster turnaround times and reduced manual effort
- Improved transparency and customer experience
