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About Client 

Client is India’s one of the fastest growing private sector banks. They currently serve over 3 million satisfied customers through a network of 244 branches spread across 20 Indian states and Union Territories. With their exceptional and excellent customer service, the client has been recognized by the World Economic Forum as a ‘Global Growth Company’ (GGC). 

Country India
Industry Banking

Business Requirement

An effective process flow automation tool with following expectations: 

  • Effective task management by automation of manual activities 
  • Process transparency established using real-time accurate data  
  • To enable data-driven decisions for effective work order life cycle management 
  • Improvement in overall employee interaction 
  • Simplified workflow to cater the processing needs of customers 
  • Overcome the challenge to manage the paper documents 

Tools and Technologies 

  • Technology: .Net Programming  
  • Language: C#  
  • Development Framework: .Net Framework 4.5 
  • Application Design Structure: MVC  
  • Database: SQL Server 2012  
  • Browser Compatibility: Latest Firefox, Chrome, IE, Edge, Safari  

Our Solution

An extensive gap analysis was drafted to determine the technical drawbacks of the current system. 

  • Request-management system to help employees create, manage, and track customer requests 
  • A system to identify the purpose of the request and automatically create the roadmap required to follow, in order to get the process approved 
  • An audit trail system to keep a record of the events in a chronological order of happening 
  • Integrated an automated task allocation management system
  • Performance tracking of the participants in completing a customer request 

Key Features 

  • Easy user request management 
  • Simplified process management 
  • Audit trial 
  • Performance management 
  • Task allocation management 

Business Outcomes 

  • 95% automation of user activities 
  • 85% reduction of paperwork 
  • Process transparency and visibility was improved by 100% 
  • 70% reduction in time consumed to complete the transactions through manual processing 
  • Considerable improvement in the user engagement 
  • Accurate and real-time analytics of employees’ performance 
  • Real-time tracking of the transaction progress 

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