1 Customer

  • A leading U.S. Bank

2 Business Situation

  • Large number of account payable queries received at the bank’s helpdesk center
  • Different types of queries received from multiple lines of businesses and vendors
  • Lack of a standard FAQ or quick reference guide leading to longer response time & greater dependency on onshore SME

3 Solutioning

  • Classification of queries of similar nature & their resolutions
  • Smart query allocation based on nature of query

4 Execution

  • Cross trained teams leveraged to manage volume spikes & meet turn-times
  • Creation of standard FAQ/ Quick resolution guide for query handling

5 Value Delivered

80% reduction in query response time
Reduced onshore dependency by 30%