This large regional financial institution is committed to customer service, which has been its competitive advantage for 60 years. Executives had the foresight to strengthen the bank’s online presence, resulting in roughly 10 million downloads and application updates for smartphones and tablets. Amid the bank’s digital transformation, IT began struggling to maintain service quality as customers did more of their banking from smartphones, tablets, and other remote points of service.
Bank has 4,000 branches, 28,000 ATMs, and 30,000 points of service. Read this case study to understand how bank overcome its challenges of issues identification and resolution.