1 Customer

  • Top 20 US bank

2 Business Situation

  • Enterprise Customer Information File (ECIF) to merge multiple customer profiles from different systems and products to a single profile
  • Exceptions from automated system increasing - pend rates between 15% and 16 %

3 Solutioning

  • Analysis of Pend Items to identify issues
  • Pend items were categorized and prioritized
  • Pend reasons were identified and training/ clarification sessions conducted for the team

4 Execution

  • Live meetings scheduled for knowledge transfer to all stakeholders
  • Certification for agents before working on production systems

5 Value Delivered

Reduced Pend percentage to 1.85%
Permanent reduction in (ECIF) errors
Cost reduction as effort to reconcile declined significantly

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