Case Study: A Fortune 500 Global Banking Leader achieves streamlined, scalable customer service request management across 600+ request types with Newgen Software

A Fortune 500 Global Banking Leader Upgrades its Customer Service Request Management with Newgen

A Fortune 500 global banking leader serving 40 million customers across personal, commercial, global and private banking faced inefficient customer service request management across 600+ request types and 30+ lines of business. Legacy systems lacked automated workflows, real‑time tracking, a unified work‑desk and multichannel integration, causing manual processing, misrouting, long turnaround times and poor visibility.

Newgen implemented an AI-enabled, low‑code Service Request Management solution that combined BPM and ECM to deliver a unified customer service desktop, a dedicated RMS portal, intelligent routing and prioritization, real‑time analytics, multi‑level escalations and compliance reporting. The bank now processes ~30,000 cases/month, supports 3,000 call‑center and back‑office users (1,751 active users in many categories), and has achieved faster TATs, improved transparency, better compliance and a more scalable, consistent customer experience.