Leading Financial Institution Enhances Customer Experience and Reduces Wait Times with Intelligent Document Processing
Success Story
Challenge: Fragmented Customer Service
A leading financial institution was struggling to provide a seamless customer experience. Employees were confined to their specific business lines, lacking a complete view of customer profiles. This siloed approach led to long branch queues, inconsistent service, and decreased productivity, highlighting the need for a more integrated solution.
Solution: Centralizing with DocuTable
To tackle these challenges, the institution implemented DocuTable as a central portal for intelligent document processing. This solution provided staff with a 360-degree view of customer profiles, allowing them to resolve multiple queries in a single interaction. The results were transformative:
Key Achievements:
- 19x Shorter Branch QueuesThe streamlined process led to significantly reduced wait times for 15,000 daily customers.
- 210x Faster OnboardingCustomer onboarding became ten times faster, enhancing the overall customer experience.
- 330% Improvement in Conflict ResolutionIntegrated systems allowed for quicker and more effective handling of customer issues.
- 4Reduced Staff Training TimeTraining periods were shortened from 9 months to just 10 days, enabling quicker adaptation to new processes.
- 515% Increase in Net Promoter Score (NPS)Improved and consistent customer experiences boosted the institution’s NPS by 15%.
- 6Reduced Back-Office HeadcountAutomation and efficiency gains allowed for a leaner back-office team.
By adopting DocuTable, this financial institution dramatically improved its customer service, making interactions smoother, faster, and more consistent. The move not only shortened branch queues but also significantly enhanced customer satisfaction across all channels.
United States
Europe and MENA
