Client is the largest bank in Philippines offering universal banking solutions and industry-leading products & services to the retail and corporate customers.
The client partnered with Infosys to eliminate paper-based operations, replace outdated technology and processes with modern, efficient, and secure digital solutions.
Key Challenges
- The technology landscape consisted of multiple disparate legacy systems, leading to higher maintenance costs and efforts
- Paper based operations caused redundancies and severe delays cramping up the system resulting in ineffective customer support
- Lack of personalized user experience due to disjointed operations leading to customer attrition
- Manual and inefficient account management processes resulting in sub-optimal productivity
- Difficulty in tracking performance, identifying trends, and making decisions due to lack of insights from siloed systems
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The Solution
Digitization of Customer Onboarding journey using Microsoft Dynamics 365
- Designed and built a customer experience platform for banking leveraging D365 to provide a seamless customer experience
- Designed and implemented customer contact center for smooth resolution of service requests and incidents
- Enabled officials to seamlessly onboard customers with guided business process flows.
- Envisioned and implemented customer journeys for the Credit Card and Loans department as part of the Overall Consumer Banking offerings
Integrated CRM with Bank’s system of records to provide a complete onboarding process(STP).
- Implemented intelligent chatbots that leveraged Natural Language Processing for providing AI-enabled assistance to FAQs and redirecting to customer service teams for the Consumer Banking and Network Banking groups as needed
- Enabled auto-calculation of Customer Risk Profiling and scoring in integration with 3rd party KYC check systems
- Improved issue resolution timeframes with focus on optimizing efforts through robust knowledge management
- Scalable Digital platform with Future Proofing for anticipated changes in business and domain
Benefits
Streamlined onboarding process for quick turnaround, superior experience & scalability
66% reduction in customer onboarding time across the Current Account Savings Account (CASA) products based on the redesigned process
Enhanced operational productivity of regional managers and branch personnel by 27% using AI and chatbots
Simplified business processes for corporate functions like audit, security, and compliance
