European Investment Bank
Growing With Our Clients
Problem
Statement
A leading Jamaican bank was facing challenges in its employee service operations. The existing system in place used multiple systems to address inquiries, resulting in longer hold times and an increased average time to resolve (TAT) issues. The manual processes involved in answering questions were prone to errors and took a lot of time and effort. The bank faced challenges in efficiently handling the large number of enquiries and ensuring prompt and accurate responses.
What We Can Do
Our Expectations
Classify employee queries into three categories.
Workflow Implementation using MS POWER stack
Chatbot Integration with Whatsapp
Created 50 + BI dashboards
Used
Technology
Where Can We Help?
Our Solution
Then, we streamlined the workflow using Microsoft Power stack to improve efficiency and reduce errors. We also integrated a chatbot with WhatsApp and provided front desk executives with virtual assistants. Also, to improve decision-making capabilities, we adopted just-in-time reporting and created over 50 BI dashboards. These solutions have improved the bank’s ability to provide efficient employee service.
TechnePlus analyzed the IVR data and categorized inquiries into three major types:
- Self service
- Instant Front Office
- Expedited Back office.
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Reduction
of Calls
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Reduction in
call hold time
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Improved
C-SAT
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4 Star employee
feedback
Our Work
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