CASE STUDY / BANKING & FINANCIAL SERVICES
Softtek helped improve customer experience & Business Process platforms through an Intelligent Digitization & Automation Framework.
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Bank dedicated to developing innovative financial products and services for private clients, small and medium enterprises, and corporations around the world.
20M
Major North American Bank
>19M
customers
>55
countries around the world
Bank needed to improve retention & customer acquisition rates through enhanced customer experience.
Manage +192k daily contacts processes including redundant contacts.
Improve customer status consolidation for product offerings (Process takes >2 days).
Orchestration of multiple outsourced contact centers running marketing campaigns.
Softtek created the concept of the Integration and Digital Transformation Center to enable the bank to build and evolve its digital platform faster than its competitors.
Eficiency of CRM Functions and optimization of Marketing Operations.
Process Improvement Focus.
Agile Implementation.
Apply automation technology.
SaaS on premiere or hybrid operation.
Coverage on the 2nd most important region globally.
POC -implementation
-operation
Softtek improved bank’s Business Process platforms using a Digitization & Automation approach and leveraging FRIDA®, our proprietary AI Platform.
Improved customer experience by eliminating ~30% contact redundancy
Optimized 10-minute customer status update vs >2 days
Risk reduction by avoiding over-granting of credit due to redundant contact
Improve recruitment ROI campaigns
