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Rosalynn Davis, AVP for Operations at a leading investment management company, heads a contact centre team and back-office operations which processes customer hardship withdrawal requests. Needing to tackle lack of efficiency caused by the numerous manual processes in use, she reached out to Infosys BPM to build and deploy a high through-put digital-first solution. This case details how Infosys BPM’s digital and operations teams co-created the hardship determination and fund withdrawal system with strategic modernization and automation, to reduce cycle time from 3 days to 1 day, save 40,000 hours of manual efforts, and deliver a significant ~40% efficiency gains.