Case Study
Overview
A global bank automated its complex, multilingual back-office operations to maintain service quality during major expansions.
BUSINESS CHALLENGES
- Need to support geographically expanding services
- High volume of multi-language service requests
- Complex technology stack involving legacy systems and proprietary applications
- Requirement for consistent SLA-driven reporting
SOLUTION IMPLEMENTED
- End-to-end automation of product lifecycle operations—upgrades, replacements, enrolments, etc.
- Automated financial and loyalty point transactions with full policy compliance
- Centralized automated reporting for SLA compliance
- 95+ processes automated, supporting multiple foreign languages
Impact Delivered
20 weeks
ROI Timeline
ROI per process
$3.5M
Total Saved
Saved to date
15,000+
Monthly Requests
Service requests automated monthly
72
FTEs Reassigned
Reassigned to higher-value, cognitive work