The Client
U.S. Top 20 Retail/ Commercial Bank
Challenge
- Customer requests: dispute cases for research & adjustments
- 210 correspondence/ print templates leading to errors
- Customer dissatisfaction due to 48+ hours turn time
Solution & Execution
- Smar-Trans assessment to streamline processes
- Better queue management by creating specific queues for different tasks
- Reduction of templates from 210 to 10
- Automated selection of template to reduce errors
- Correspondence generation completely automated for non-complex cases
Value Delivered
- Enhanced customer satisfaction:
- Annualized savings $90K for Bank
- Processing time improved from 48hrs to 24 hours
- Errors reduced due to less templates
- Reduced cost:
- Labor cost reduction (50% workforce reduction)
- Reduced onshore print costs as fewer templates in use
