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
