Modernising Employee Services for a Jamaican Bank
Modernising Employee Services for a Jamaican Bank
DURATION
4 Months
DURATION
4 Months
CLIENT
Confidential (Caribbean-based Bank)
CLIENT
Confidential (Caribbean-based Bank)
Workflow Automation
Workflow Automation
Chatbot Integration
Chatbot Integration
Data & Reporting
Data & Reporting
API & Microservices Development
API & Microservices Development
PROJECT OVERVIEW
PROJECT OVERVIEW
The client, a leading Jamaican financial institution, needed to transform its employee service operations. Multiple disconnected systems forced staff to search across platforms, resulting in long resolution times, manual errors, and rising inquiry volumes. TechnePlus partnered with the bank to streamline workflows, automate routine processes, and introduce real-time support mechanisms that improved service delivery and employee satisfaction.
The client, a leading Jamaican financial institution, needed to transform its employee service operations. Multiple disconnected systems forced staff to search across platforms, resulting in long resolution times, manual errors, and rising inquiry volumes. TechnePlus partnered with the bank to streamline workflows, automate routine processes, and introduce real-time support mechanisms that improved service delivery and employee satisfaction.
The Challenge
The Challenge
A fragmented legacy setup made even simple inquiries slow and error-prone. Staff had to navigate multiple systems to resolve questions, generating long hold times and high average turnaround (TAT). The bank struggled with: · Inefficient manual responses to common employee queries · Difficulty classifying and routing inquiries · Rising complaint volumes and inconsistent service quality · Lack of visibility into performance due to outdated reporting mechanisms A modernised, automated, AI-supported service model was required to reduce manual effort and boost response accuracy.
A fragmented legacy setup made even simple inquiries slow and error-prone. Staff had to navigate multiple systems to resolve questions, generating long hold times and high average turnaround (TAT). The bank struggled with: · Inefficient manual responses to common employee queries · Difficulty classifying and routing inquiries · Rising complaint volumes and inconsistent service quality · Lack of visibility into performance due to outdated reporting mechanisms A modernised, automated, AI-supported service model was required to reduce manual effort and boost response accuracy.
WHAT WE DID
WHAT WE DID
TechnePlus analysed the bank’s employee inquiry patterns and classified them into three core categories: self-service, instant front-office, and expedited back-office. Based on this, the team implemented a modernised solution powered by Microsoft Power Platform and integrated channels: • Automated Workflow Implementation Built workflow automation using MS Power stack to streamline case routing, reduce errors, and eliminate repetitive tasks. • WhatsApp Chatbot Integration Developed and deployed a chatbot connected to the bank’s existing systems. Frontline staff gained instant access to accurate answers, reducing dependence on legacy manual processes. • On-Demand BI Reporting Created over 50 BI dashboards, giving management real-time insights into inquiry volumes, employee service metrics, and operational bottlenecks. • Reduced TAT With Intelligent Categorisation The system automatically classified inquiries and suggested the most efficient service path, reducing manual triage and improving internal service-level performance.
TechnePlus analysed the bank’s employee inquiry patterns and classified them into three core categories: self-service, instant front-office, and expedited back-office. Based on this, the team implemented a modernised solution powered by Microsoft Power Platform and integrated channels: • Automated Workflow Implementation Built workflow automation using MS Power stack to streamline case routing, reduce errors, and eliminate repetitive tasks. • WhatsApp Chatbot Integration Developed and deployed a chatbot connected to the bank’s existing systems. Frontline staff gained instant access to accurate answers, reducing dependence on legacy manual processes. • On-Demand BI Reporting Created over 50 BI dashboards, giving management real-time insights into inquiry volumes, employee service metrics, and operational bottlenecks. • Reduced TAT With Intelligent Categorisation The system automatically classified inquiries and suggested the most efficient service path, reducing manual triage and improving internal service-level performance.
Technology Stack
Technology Stack
Microsoft PowerApps, Microsoft Power Automate, WhatsApp Business API, BI Tools (Power BI)
Microsoft PowerApps, Microsoft Power Automate, WhatsApp Business API, BI Tools (Power BI)
