Case Study: Fortune 500 Bank achieves streamlined customer service and 99% SLA adherence with Newgen Software

Digital Transformation of Customer Service Management for a Fortune 500 Bank

A Fortune 500 bank with origins in the 1800s faced rising customer volumes and fragmented service operations across its call center, e-mail management team and centralized complaint team. Siloed systems, manual workflows and inefficient routing reduced visibility and slowed response times, creating a clear need for a unified, end-to-end customer service management solution.

The bank deployed Newgen’s Case Management platform—combining workflow automation, a business-rule engine, work allocation/load balancing and a BAM dashboard—to consolidate processes across 30+ lines of business. The scalable solution, used by 3,000+ users, handled ~2,000 requests per day, supported 470+ service types, achieved 99% SLA adherence, shortened TAT with multi-level escalations and automated customer notifications, resulting in improved process visibility, better customer experience and measurable top-line growth.