Case Study: Asia’s Largest Private Bank achieves a 30% NPS boost with Soroco Scout AI

Asia’s Largest Private Bank boosts NPS by 30% with Soroco

Asia’s largest private bank, with over 150,000 employees and 8,000 branches, faced challenges from digital-first competitors. It struggled with high operational costs, missed SLAs, and an outdated customer experience framework, processing 70% of its 10 million annual customer requests manually. The bank partnered with Soroco to implement its Scout AI platform to find and fix these operational inefficiencies.

Soroco’s Scout AI was deployed seamlessly and within two weeks identified critical workflow issues, including a 70% hold rate on requests due to incorrect information. The vendor’s insights led to both quick and deep fixes, such as enhancing digital self-service options and integrating disconnected systems. This resulted in a 30% improvement in customer NPS, a 20% reduction in operational costs, and a significant boost in straight-through processing rates.