Industry: Banking Digital Transformation of Customer Service Management for a Fortune 500 Bank The client is a Fortune 500 company that started its operations in the 1800s and has steadily grown in reach and service offerings. It has kept pace with the evolving banking and financial needs of its customers. Overview With ever-increasing customer base, the client wanted to streamline its end-to-end process. Besides, the growing process inefficiencies, fragmented systems, siloed departments, namely call center (CC), e-mail management team (EMT) and centralized complaint team (CCT) were adding on to the day-to-day operational challenges. Thus, there was a felt need for a comprehensive customer service management solution. The Stumbling Block Streamlining Customer Service Management

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