Case Study: Permanent TSB improves customer satisfaction with IBM Business Automation Workflow

Transforming complaint interactions to build customer relationships that last

Permanent TSB wanted to improve complaint management so it could respond to customer grievances faster, meet regulatory requirements more easily, and turn complaints into stronger customer relationships. It worked with IBM and IBM Business Automation Workflow, implemented with IBM Business Partner Insight 2 Value, to streamline and automate the process.

IBM helped Permanent TSB build a new complaints management platform with AI and case management capabilities, creating better routing, escalation, reporting, and integration with core banking data. The result was a more efficient, fully auditable process and a drop of over 50% in standard referrals to the ombudsman in the first six months, signaling significantly improved customer satisfaction.

Permanent TSB

Elaine Kearns

Head of Complaints & Remediation