Transaction Banking Department Cuts Onboarding, Improves Customer Service With IBM Case Manager
A Case Study
Client Overview
Serving as a financial institution for over 150 years, our client has over 370 branches throughout the world, offering commercial, retail banking and wealth management solutions for a wide range of customers.
The Challenge
The transaction banking department was experiencing several headaches due to issues with IBM Case Manager. For one, their average onboarding process took 25 days — far too long. Secondly, our client was looking for a straightforward way to maintain existing customers’ portfolios with the ability to easily add additional products and or services when needed.
For our client, these problems were causing major setbacks affecting the ability to provide excellent user experience and optimal customer service.
To address these issues, our client sought a partner with extensive background experience in IBM Case Manager to deliver an effective solution quickly. From this, Pyramid Solution was selected to take on the project.
Our Innovative Solution
We kicked off the project by quickly evaluating their IBM Case Manager environment to fully understand our client’s full spectrum of issues.
We then enabled the team to capture client information with electronic forms that tied directly into case manager and triggered workflows. This allowed processes to be streamlined faster with the ability to start right with a digital interface, rather than having to use a hard copy document only to have to update the system electronically.
Our client’s sales teams are now able to initiate the onboarding process directly from their CRM and validate and supplement data from existing applications and corporate systems.
We were happy to provide our clients with an end-to-end onboarding solution that enabled them to easily upsell and cross-sell additional services.
Technology Used
- EIBM Case Manager
- EIBM Forms
- EIBM Content Navigator
- EPyramid eXpeditor
Our Exceptional Results
Reduced onboarding time by 15 days
Automated data entry and improved quality
Increased in fees revenue
Provided customer satisfaction
We helped our client streamline their onboarding processes.
How can we accelerate your processes?
Don’t let your businesses processes hold up your organization. At Pyramid Solutions, we’re here to help you optimize your processes to be as efficient as possible. Reach out to see how we can help you move forward with a free assessment.