Case Study: Leading Bank of United Arab Emirates achieves 80% error reduction and halved turnaround time with Newgen Software's CSM solution

Automation of Service Request Process using Newgen's CSM Solution

A leading UAE bank with a 40+-year history, offering personal and business banking and digital channels, faced inefficient, paper-based handling of roughly 200 daily service requests that left some cases unresolved for up to two months. Manual allocation, multiple systems and frequent status inquiries across branches and call centers caused high turnaround times, inconsistent customer satisfaction and costly training overheads.

The bank deployed Newgen’s Customer Service Management (CSM) built on BPM and ECM, using OmniScan to digitize and auto-categorize requests, provide a single-view interface, auto-route work and simplify approvals and tracking. The solution enabled faster closures and better exception handling, processing 600K requests annually, cutting errors by up to 80%, halving turnaround time from two days to one and reducing process handovers from nine to six.