1 Customer
- Top 20 Regional Bank’s Check Services division
2 Business Situation
- Customer requests: dispute cases for research & adjustments
- 210 correspondence/ print templates leading to errors
- Customer dissatisfaction due to 48+ hours turn time
3 Solutioning
- SmartTrans assessment to streamline processes
- Better queue management by creating specific queues for different tasks
4 Execution
- Reduction of templates from 210 to 10
- Automated selection of template to reduce errors
- Correspondence generation completely automated for non-complex cases
5 Value Delivered
Enhanced customer satisfaction:
- Turn time improved from 48 to 24 hours
- Reduced errors in communication
Reduced cost:
- Labor cost reduction (40% workforce reduction)
- Reduced print costs as fewer templates in use

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