Carving savings and success out of ‘Hardships’
Assistant Vice President at a US-based investment management giant, Nadia Davis heads Operations and Participant Services team, which processes customer hardship withdrawals requests. When she noticed an alarmingly high turnaround time and low productivity in her team's query resolutions, she reached out to Infosys BPM in search of a digital-first solution that could deliver better outcomes. This case details how Infosys BPM completely redesigned Nadia's hardship determination process with strategic modernization and automation, to reduce cycle time by more than 65%, save over $370k, and improve overall customer experience.
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