Case Study: a leading UK banking and home loan provider improves customer service and cuts costs with Macro 4 Columbus

Improving customer service and increasing operational efficiency

a leading UK banking and home loan provider faced challenges in improving customer service responsiveness, reducing the cost of multi-channel query handling, and decommissioning duplicate legacy applications from acquisitions. To address this, the company partnered with vendor Macro 4 for a solution.

Macro 4 implemented its Columbus enterprise information management system, which created a central digital hub for billions of documents. This solution enabled 90% of customer queries to be resolved on the first call, drastically sped up processes from days to instant, and delivered significant cost savings through application decommissioning. The vendor's system also improved operational efficiency and supported compliance with regulations like Open Banking and GDPR.