Customer Service Request Management Application

Background

Client is a premier flagship entity of large securities group based out of China established in 1991. The client has a registered capital of HK$ 8.8 billion and deals with Type-1 (dealing in securities), Type-2 (dealing in future contracts), Type-3 (advising on securities), Type-6 (advising on corporate finance) and Type-9 (asset management activities).

Challenges

The bank receives thousands of customer service requests on a daily basis. These include requests for cash-flow / stock-flow statements, changes in client info, access to markets / products, PI registration, client activation & deactivation etc.

The requests are received by the central customer service team. Various approvals are needed on the request depending on its type. The requests get executed by Operations team post-approval and in certain cases, Treasury team is tasked with performing the activity.

The bank was facing major challenges with managing the requests because the entire process was manual. Many requests would get forgotten / ignored and frequently resulted in SLA breaches, audit observations and unhappy customers.

The management was also not having any visibility on number of requests processed on a daily, monthly or quarterly basis. Many critical details like ensuring optimal staffing of support team, evaluating improvements or degrades in customer offerings, SLA compliance for customer requests etc. were not available to the management team.

Solution

Customer Service Requests management application was developed and configured for the bank in Iqxora Low-Code Application Development platform. The application offered capabilities for Customer Services team to register individual customer requests. Each requests would be routed to specific approvers and OPS teams based on the type of the request.

The application had the below specific functionalities:

• Enable Customer Service Level-1 users to raise a ticket in the application with relevant details of the enquiry from customer.
• The ticket shall be reviewed by Customer Service Level-2 user. This user will also have capabilities to attach relevant files from the DMS folders into the ticket and forward the ticket to a Relationship Manager.
• The Relationship Manager will Approve or Reject the ticket. Rejected tickets shall be routed back to Customer Service Level-2 users for corrections and resubmission.
• Tickets approved by Relationship Manager shall also be electronically signed by the Relationship Manager through eSignature application.
• Depending on the nature of the ticket, the ticket shall be assigned to the Task Execution team (which could be members from OPS, Finance, Treasury or CRM).
• Once the task is completed by Task Execution team, the workflow is deemed complete.
• As part of the process, the system shall also copy all files (including signed application document) into Iqxora DMS folder.

Result

• -Structured and time-bound processing of customer requests that transformed unhappy customers to delighted customers.
• -Complete visibility of tickets including time taken by individual departments to complete activities, number of tickets stuck in each department pipeline etc.