Introduction
As a leading digital-only bank in the US, our client sought to enhance its customer service operations by providing agents with a unified platform to manage customer requests swiftly and efficiently. They aimed to streamline case management, enable rapid deployment of new case types, and build a comprehensive knowledge base to expedite issue resolution. Additionally, the client wanted robust reporting capabilities and escalation mechanisms to ensure the timely closure of cases.
Analyzing the Problem
- Fragmented case management systems
- Slow deployment of new case types and workflow enhancements
- Lack of a comprehensive knowledge base
- Inefficient reporting and escalation processes
Initial Challenges
- Siloed systems and processes
- Limited scalability and flexibility
- Inadequate integration with core banking systems
Our Solution
Wissen assembled a team of highly skilled UI developers and technical experts to address these challenges:
- Collaborated with a cross-functional team of Salesforce developers, designers, and service agents to break down cases into iterations
- Utilized the service cloud offering of Force.com to create reports, knowledge base articles, and case lifecycle processes
- Integrated with backend global Banking APIs to ensure synchronization with core banking systems
Key Results Achieved
- Improved UX and customer engagement experience
- Streamlined case management and reduced operational turnaround times
- Rapid deployment of new case types and workflow enhancements
- Comprehensive knowledge base for expedited issue resolution
Conclusion
By leveraging Salesforce expertise and collaborative efforts, our client successfully transformed its customer service operations, resulting in improved UX and customer engagement experience. The implementation of a unified platform, coupled with robust reporting capabilities and escalation mechanisms, has significantly enhanced the bank's ability to manage and resolve customer requests efficiently. This project underscores the bank's commitment to delivering exceptional customer service in the digital banking era.
