Leading South African Bank
Implementing machine learning to enhance customer service automation.
We partnered with a leading bank that relies entirely on Internet banking, helping them bolster their customer service automation capabilities and better utilize customer data.
At a Glance
When a leading South African bank that relies entirely on online banking partnered with Credera, we implemented Pega Email Bot and machine learning applications to enhance their customer service automation capabilities and improve operational efficiency.
The Challenge
A customer success manager that couldn't support a growing customer base.
The bank's existing customer service managament (CSM) system was not robust enough to support their growing customer base, making them unable to handle increasing digital consumer interactions. Security features for their current platform needed improvement, and our solution needed to ensure that it was accessible across multiple business lines.
Operations team members at the bank performed accounting transactions across multiple systems with various restrictions, taking up considerable time and reconciliation efforts. To lessen the burden on the bank's teams and processes, our solution would need to exist within a single system for transaction entry and processes to handle various transactions and audit tracking.
The Solution
Creating operational excellence through an upgraded management system.
We enhanced the bank's existing CSM system by enabling report personalization and scheduling, Business Intelligence Exchange (BIX) reporting, computer telephony integration (CTI), personal lending processes, improved service-level agreement (SLA) tracking, and security audit logging.
The new solution ensured the bank could deliver success across internal teams and operations as well as with their external customer base.
The Results
Robust, scalable digital transformation capabilities.
Leveraging Pega technology and solutions and our team's enterprise consulting expertise, we ensured the bank would have better business process automation and more robust digital transformation capabilities that would scale alongside their business.
Using Pega's Intelligent Automation platform capabilities and customer service industry solution for financial services, we built a holistic, omnichannel CSM solution that caters to a diverse set of customer queries. We also built an accounting solution that automated transaction processing and ensured regulatory compliance across the business.
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