Go Beyond Notifications: Proactive Outage Management Informs and Empowers Customers

Challenge: Streamlining Banking Experiences in a Digital Age

Today’s customers expect a seamless and user-friendly banking experience. Traditional banking methods can feel cumbersome and lack the flexibility desired in today’s fast-paced world. 

Solution: Comprehensive Digital Banking Platform

Tekgeminus partnered with a bank client to develop a robust digital banking solution that empowers customers and streamlines operations. This user-friendly platform offers a range of features designed to enhance the customer experience:

• Simplified Account Management: Streamlined processes for account opening, management, and closure. 

• 360° Customer View: Agents have access to a comprehensive customer profile, including account information, transaction history, contact details, and communication preferences. 

• Enhanced Self-Service: Customer portals enable self-service options for various needs, including: 
  • Service Request Management: Easily raise and track service requests through the mobile and web app. 
  • Real-time Case Tracking: Customers receive updates at each stage of the case lifecycle. 

• Finacle Integration: Seamless integration with the core banking system (Finacle) ensures data accuracy and efficient transaction processing. 

• Improved Agent Efficiency: 
  • Work Queue Management: Tasks are prioritized and automatically assigned based on agent availability and skillset. 
  • Knowledge Center: Knowledge articles empower agents with readily available information to: 
    • Reduce Call Duration: Quickly access relevant information for faster issue resolution. 
    • Enhance Customer Interactions: Utilize scripted talking points for clear and consistent communication. 

• Targeted Customer Engagement: Salesforce Marketing Cloud delivers personalized promotions and offers through email, SMS, and push notifications, driving business growth for the bank. 

Technology for a Digital Future

Tekgeminus leveraged a powerful technology stack to deliver a scalable and secure digital banking platform:

• Salesforce Platform: 
• Sales Cloud: Manages customer data and account information. 
• Service Cloud: Streamlines service request management and case tracking. 
• Marketing Cloud: Enables targeted marketing campaigns. 
• Salesforce Lightning Apex: Enables customization of processes for tailored functionality. 
• Finacle Integration: Seamless connection to the core banking system. 
• Cloud Storage & Document Management: AWS S3 and DocuSign facilitate secure document storage and processing. 
• API Integrations: Integrates with various third-party systems using RESTful and SOAP APIs. 
• Salesforce CTI: Enhances call center operations. 
• Deployment & Management: 
  • Package.xml manages the application deployment lifecycle. 
  • SVN ensures code version control. 
• Development Environment: Visual Studio streamlines application development.

Collaboration for Customer Success

By collaborating with the bank client, Tekgeminus delivered a user-friendly digital banking platform that empowers customers and streamlines operations. This comprehensive solution fosters a more convenient and engaging banking experience, positioning the bank for future success in the digital age.