Case Study - An Issue Management System

A Centralized Issue Management System For the Entire Enterprise

A leading international bank required a centralized complaints management system that integrated with their legacy systems and introduced automated routing and KPIs while enhancing the Customer Experience.

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Challenge:

An internationally known bank required a customer issue management infrastructure to meet regulatory requirements and enhance the customer experience. The new infrastructure required the flexibility and scalability to be able to handle complaints from different functional areas of the bank, centralizing all issues into one system. The areas would be added in a phased approach. The new system also required automation in the routing of issues and tasks to specific user groups, which would be provisioned though an existing system. It also necessitated the implementation of SLA tracking, escalation strategies and the generation of relevant KPIs to enable management to identify areas that needed improvement.

Solution:

As Crossvale had been used in the successful implementation of an infrastructure for integration with a new core banking system, the decision was made to leverage the knowledge, expertise and familiarity that Crossvale had gained from previous projects. Knowledge of the bank's current infrastructure made it possible to rapidly and efficiently architect and implement the solution. A phased solution was planned which enabled the scheduling of functional areas of the bank to be added to the system. A custom web application was built that allowed for manual input of a complaint (to be used by branch and service center employees). The solution also involved reuse of web services on an ESB (Enterprise Service Bus) and the creation of new services to integrate with specific back ends that were required for the new infrastructure. These included interfacing to an OSGI/J2EE platform that managed the complaints database and handled common logic, such as the statistical analysis in creating KPIs. The system also had to integrate with a document storage system (Livelink), business process management (BPM) system that set up rules for the complaints and handled automated routing and a security access module (SAM) that managed user group assignments and roles. The system also had an integration layer that was specific to the channel, which handled channel specific rules such as error code remapping. The creation of a data model that allowed for ease of coverage of different complaints of the bank was created. The architecture leveraged as much of the existing architecture as possible, with the aim of making the implementation as simple as possible for ease of integration for new channels.

Results:

The system was successfully implemented, on time and on budget with the first phase meeting the regulatory requirements needed for issues that related to mortgages. Initial cycle time reductions for issue handling improved from 4.5 days to 2.6 days.
Other results included:
  • Standardization of processes for resolution handling
  • More effective and efficient use of employee’s time
  • Efficient reporting and escalation processes
  • Streamlined customer communication processes including automated generation of letters with customizable areas
  • Ease of integration with new channels
  • Improved customer communication channels
  • Faster communications between groups with automated routing and notifications
  • Faster management reporting processes with KPIs enabling informed decision making