Industry: Banking
We helped Europe’s leading Credit Management Services company streamline and automate their operational processes
We created a system to track incoming requests and outgoing results.
Client Brief
Client: A leading Systemic Bank in Greece with 29% market share in terms of customer loans and deposits. The Bank offers a full range of financial products and services to more than 5,4mn customers in Greece. The Bank is committed to play a leading role in the Greek economy, actively supporting economic activity and extroversion through specialized solutions and high-level services to its customers.
Challenge
Lack of KPIs, workload estimation and resolution tracking for requests towards the central legal department.
Approach
Worked with the client to identify appropriate customer service and workload KPIs. Drew on our extensive knowledge of the Claris platform and experience in optimizing business processes.
Solution
Created a system to track incoming requests and outgoing results that records key timing and volume metrics providing real-time KPIs to senior management.
Result
Ability to track in real-time the ability of the department to respond to customer requests and identifying bottle-necks that could affect bank customer experience.
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