Case Study: Fundtech achieves 24x faster customer response and improved satisfaction with Oracle Service Cloud

Fundtech Responds to Customer Requests 24x Faster, Improves Service, and Enhances Customer Satisfaction

Fundtech, a Mumbai‑headquartered provider of transaction‑banking solutions for financial institutions and corporations worldwide, needed to boost customer confidence and satisfaction by moving away from ad‑hoc email and phone handling. The company sought a centralized portal to automate and manage global cash‑management product requests, enforce SLAs, and gain visibility into regional service quality.

Working with partner Virtuos Solutions, Fundtech implemented Oracle Service Cloud to deliver a self‑service web portal, automated routing, and multi‑channel case management with real‑time reporting. As a result, change‑request response time fell from about one day to roughly one hour (24× faster), service delivery became more consistent and reliable across channels, customer satisfaction improved, and the company gained clear insights into service performance and resolution times.

Fundtech

Neelesh Onkar

Senior Manager, Process, Customer Relationship Management and Quality Assurance