As a global finance and investment company, serving over 5 million customers the organization had to be equipped to handle a diverse spectrum of customer needs. Efficient and effective handling of varying service requests across the different touchpoints with minimal turnaround time was a key challenge that crippled the customer experience.

Another even more significant challenge that the organization was grappling with was identifying an appropriate means to synchronize data across different sources for data consistency. As customers tend to contact the bank across several channels or contact centers, the data entry lacked consistency. It was critical to have the changes sync up after successfully logging the records.

Deep Dive into how EvonSys took control of the situation and helped resolve the key business challenges that were arising out of two major problems – TB Process and the Write Off Process.