Enhancing Data Security and Customer Satisfaction at 35% lower costs for a Centralized Commercial Banking Support Center.
Overview.
A leading US commercial bank faced critical challenges in managing customer data confidentiality within its Centralized Commercial Banking Support Center. Coforge partnered with the client to implement a robust solution that not only addressed security concerns but also improved operational efficiency and customer satisfaction.
The bank struggled with inadvertent sharing of confidential customer information with incorrect recipients, leading to serious breaches of customer privacy.
Key business challenges:
Accidental disclosure of sensitive customer data
Risk of legal and regulatory consequences
Potential damage to bank's reputation
Decreased customer trust and satisfaction
Solution.
Coforge implemented a comprehensive solution to enhance data security and prevent confidentiality breaches.
Key highlights of Coforge's solution:
Implemented 'Moderator Queue' for quality check process
Established control email box for secure communication
Redirected all customer communications through moderator queue
Instituted validation process for account details and attachments
The Impact.
Enhanced security of customer data.
35% cost savings from operational efficiency.
Improved compliance with data protections regulations.
