Customer services

Financial Services

A rewarding investment in automation

AVP at a leading US-based investment advisory company, Maria Cook heads its participant service team which manually handled investor requests related to loans, withdrawals, 401k plans, and more. When a 70% spike in call volumes caused delays in query resolution and impacted customer experience, Maria turned to Infosys BPM for help to digitally transform her processes. This case details how Infosys BPM’s strategic solutions helped Maria’s team solve queries rapidly, which helped to easily handle more than 170k calls monthly. The solution significantly improved the customer satisfaction levels, while also saving over $1.6 Mn and winning a prestigious award.

Approach summary:

  • Leveraged Lean Six Sigma for process transformation
  • Implemented strategic process automation
  • Deployed customer service e-forms via the mailbox
  • Created customised foundational training programs for new hires
  • Optimised the lead-to-agent coaching methods
  • Introduced a Power BI dashboard and automated report generation

    Key benefits:

    • Manual eff¬orts saved worth over $1.6 Mn
    • AHT reduced by ~20%
    • Training throughput improved from ~75% to ~94%
    • Handled additional call volume of over 19,000