CONTACT

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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