Case Study: Trust Bank Singapore achieves faster, more compliant workflows with Alfresco

Bank reimagines workflows and delivers faster, more intuitive customer experiences with Hyland Alfresco

Trust Bank Singapore, a digital-only bank, needed a more agile, automated, and compliant way to manage complex customer workflows. One key challenge was handling payment recall requests, which previously required multiple handoffs between Customer Service, Payment Operations, and Fraud Operations and could take up to an hour per request. Trust Bank used Alfresco’s workflow platform to modernize this process.

With Alfresco, Trust Bank enabled customer service teams to start recall requests directly from the Customer Service Portal, automatically create cases, and orchestrate follow-up actions across teams. Alfresco also auto-generated and sent templated recall emails within 2–3 minutes, reducing manual effort, improving consistency, and helping Trust Bank meet regulatory timelines more reliably.

Trust Bank

Kartikay Doval

Head of Operations Platforms and Innovation