Banking on the right partner
Michael Mahoney, Director of Business Support at a major US financial services firm, was caught off guard when a key vendor abruptly terminated their business process management services. With limited internal expertise, the organisation faced a growing pile of unresolved cases, increasing the risk of regulatory penalties and customer complaints. Fortunately, Michael found a solution in Infosys BPM. This case study highlights how Infosys BPM swiftly stepped in to restore order, eliminate the backlog, and generate cost savings of $2.5 Mn.
Approach summary:
- Established a project management office
- Developed proof-of-concept
- Onboarded staff with the required domain expertise
- Transferred operational responsibilities
- Created standard operating procedures for all workflows
Key benefits:
$2.5 Mn in cost savings
Met all stringent compliance requirements
Minimal customer impact
Zero Escalations
No penalties
