CASE STUDY : CUSTOMER SUPPORT

Business Need

Our client, a leading digital-only bank in US, wanted to:

  • Give customer service agents a single application to manage customer requests
  • Allow for rapid deployment of new types of cases and enhancements to workflow of existing cases
  • Build knowledge base of how different issues are solved to speed up future resolution
  • Reporting based on case type, client, location with appropriate escalation mechanisms to ensure timely closure

Solution

Wissen deployed a team of highly skilled UI developers and technical experts, to build the solution.

  • Collaborate with cross functional team of Salesforce developers, designers and service agents to break down cases into iterations
  • Extensively used Service Cloud offering of Force.com to create reports, knowledge base articles and case lifecycle for processes such as block/unblock card, dispute transaction, new card issuance and new account opening
  • Integration with backend global Banking APIs to ensure core banking systems are in sync with service actions

Benefit

This project improved the UX and Customer engagement experience for bank’s customers while managing and reducing operational turnaround times.
Leverage Salesforce developments expertise to rapidly enhance the customer service experience for new age digital banking customers.

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