1 Customer
- A leading U.S. Bank
2 Business Situation
- Large number of account payable queries received at the bank’s helpdesk center
- Different types of queries received from multiple lines of businesses and vendors
- Lack of a standard FAQ or quick reference guide leading to longer response time & greater dependency on onshore SME
3 Solutioning
- Classification of queries of similar nature & their resolutions
- Smart query allocation based on nature of query
4 Execution
- Cross trained teams leveraged to manage volume spikes & meet turn-times
- Creation of standard FAQ/ Quick resolution guide for query handling
5 Value Delivered
80% reduction in query response time
Reduced onshore dependency by 30%
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