Closing accounts, opening efficiency
Alex Turner, Vice President – Account Operations at a leading financial services organization, was accountable for one of the most critical customer-facing processes: account closure. As volumes increased and regulatory expectations tightened, a heavily manual, system-fragmented workflow began limiting speed, accuracy, and scalability. This case details how Alex partnered with Infosys BPM, working closely with Daniel Brooks, Senior Transformation Lead, to reimagine the account closure process through intelligent automation—unlocking significant efficiency gains, improved control, and a scalable operating model designed for long-term value creation.
Approach summary:
- Identification and classification of account closure requests, including single, multiple, and business accounts
- Automated extraction of key information from emails and supporting documents
- Intelligent case allocation enabled through AI Next
- Automated identity and verification checks across T24, CRM, and Autoform
- Standardised automation of product cancellations, waivers, and charge processing
- Automated generation of official and running statements in PDF and CSV formats with consistent naming conventions
- Secure handling of multiple document outputs through password-based encryption
- Automated customer communication, followed by final CRM and case closure updates
Key benefits:
45–50% reduction in average handling time per case 
Increased automation coverage enabling 46% straight-through processing 
Faster turnaround times and improved throughput by 21% 
Improved accuracy to 99% across ID&V, statements, and closures 
A scalable, resilient operating model supporting long-term growth 
