Case Study: Leading Global Commercial Bank achieves 50% faster turnaround and enhanced customer engagement with Newgen Software

Leading Global Commercial Bank Elevates Customer Engagement with Newgen

A leading multinational commercial bank with a 60+ year legacy, operating across the Middle East, Europe and South Asia, set out to modernize fragmented customer communications. The bank faced inconsistent messaging from siloed systems, long manual turnaround times, limited multilingual support, high operational costs and low customer engagement.

Newgen’s OmniOMS omnichannel CCM integrated with the bank’s core systems (Temenos) and IBM FileNet, delivering a low-code, centralized platform for real-time, multilingual and personalized communications. The solution automated 300+ templates across 10+ core processes, added monitoring and reporting, and cut turnaround times by 50%, boosting operational efficiency, customer engagement, compliance and reducing print and vendor costs.