Case Study: Bank of Ireland achieves standardized customer interactions and regulatory‑compliant complaints management with HCL

HCL Worked With ONE OF The Largest Banks In Ireland To Create A Standardize Customer Interaction

Bank of Ireland, one of Ireland’s largest banks headquartered in Dublin, was facing increasing regulatory scrutiny from FSA/IR and rising customer intolerance of service errors. To revamp complaint handling and avoid public fines and reputational damage, Bank of Ireland engaged HCL to modernize its CRM platform (CRM 2011 with SharePoint 2012 integration) and streamline complaint management for roughly 6,000 enterprise users across jurisdictions.

HCL implemented a standardized complaints solution—single-case 360° view, flexible case hierarchies, MI & reporting, ombudsman tracking, real-time notifications and SharePoint integration—that enabled true cross-jurisdiction reporting, real-time workload balancing and faster frontline resolution. HCL’s delivery improved regulatory compliance (helping mitigate the risk of large fines), reduced formal logged complaints through real-time alerts, made the full cost of complaints measurable, and strengthened customer retention and operational efficiency.

Bank of Ireland