Servicing and maintenance requests were made via phone calls, emails, faxes and manual forms.  The lack of standardization, business logic, and poor visibility into the process created sub-standard experience levels for Clients and internal bank employees.

Digitized the top 100 Client Service requests that formally were submitted via forms, free-form emails or telephone calls. Agile program teams delivered new capabilities within monthly releases from a pipeline of requests prioritized by the business

Requests are auto-routed to the appropriate fulfilment queue with dashboards reflecting status of each Request.  Management queues established pipeline views for Operational Managers to track pipeline of daily requests completed.  Due to the variety of systems needed to fulfill the Service Requests, back-end processing is performing using Robotic Process Automation (RPA).  Average time savings estimated at 8 minutes per request – in excess of 300,000 requests have been completed on the platform.  Platform solution now used by over 3,500 users across the enterprise including telephone bankers.

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