Streamlined Account Management.
The Operations Workspace module is a comprehensive case management solution designed to handle any account opening exceptions and manage account maintenance requests for both retail and business accounts. This module streamlines the resolution of exceptions and maintenance tasks, ensuring efficient and effective management of customer accounts. It can handle cases of any complexity, whereas cases can be created from an instruction from any channel or as an ad-hoc by the operations user.
Book a Demohow it works
Create. Manage. Resolve.
A comprehensive solution for handling account opening exceptions and maintenance requests across all channels. Cases can be created automatically or ad-hoc by operations users, ensuring efficient management of both retail and business accounts.
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Case Creation
Cases are created automatically from account opening exceptions, account maintenance requests, or manually by users. Cases can be created from instructions received from any channel or as an ad-hoc by operations users.
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Workflow Management
Configurable workflows guide the case through various stages, ensuring all necessary steps are completed.
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Monitoring and Escalations
SLAs and escalation rules ensure cases are resolved within the required timeframes.
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Resolution and Closure
Cases are resolved and closed once all issues are addressed and necessary approvals are obtained.
why it works
Exceeding Expectations.
By centralising case management and providing customisable workflows, this system is designed to empower you with efficiency and control. It automates and streamlines case management processes, freeing up your team's valuable time. Real-time visibility into case status and performance keeps you informed and allows for proactive management, ensuring timely resolution. Compliance and security are paramount, with features like audit trails, role-based access control, and secure data handling providing peace of mind. Ultimately, this translates to a smoother experience for your customers by guaranteeing prompt and effective resolution of any exceptions or requests they may have.
the difference
Comprehensive and Adaptive.
Unlike traditional systems, our module adapts to various channels and integrates with third-party systems through a rich API, offering a comprehensive and adaptive solution for all account management needs.
Comprehensive Management: Handles a wide range of account opening exceptions and maintenance requests for both retail and business accounts.
Customisable Workflows: Offers highly configurable workflows to match specific organisational processes and requirements.
Integrated Communications: Facilitates integrated customer communications within the case management system, ensuring clear and consistent updates.
Advanced Features: Includes advanced case management features such as SLAs, escalations, maker-checker processes, parent-child case management, and a report and dashboard designer.
Complex Case Handling: Capable of handling cases of any complexity, ensuring comprehensive management of all types of account-related issues.
Multi-Channel Integration: Handles cases from various channels and integrates seamlessly with different software vendors through a rich API.
why choose us
Integration. Adaption. Dedication.
Our solution offers seamless integration with various banking channels and software vendors, providing a unified platform to manage all account-related cases uniformly, whether they originate from mobile, web, call centre, or branch.
Expertise
Backed by years of experience in case management and customer service solutions.
Innovation
Continuously evolving our platform with the latest advancements in case management technology.
Support
Dedicated customer support team to assist with setup, customisation, and ongoing maintenance.
Flexibility
Can be deployed on-premise or hosted in a cloud environment, offering deployment flexibility.
Enhanced Compliance and Security
Ensures compliance with regulatory requirements and enhances security through robust case management features.
features
Robust Case Handling.
Features include SLA management, escalations, workflow configuration, maker-checker processes, customer communications, parent and child cases, and integration capabilities, ensuring thorough and efficient case handling.
Case Management
Service Leval Agreements (SLAs): Define and manage SLAs to ensure timely resolution of cases.
Escalations: Automate escalations based on predefined rules to ensure prompt attention to critical cases.
Workflow Configuration: Customise workflows to match organisational processes and ensure smooth case handling.
Maker-Checker Processes: Implement maker-checker processes to ensure thorough review and approval of actions.
Customer Communications: Manage customer communications within the case, ensuring clear and consistent updates. Send status updates via SMS or email to keep customers informed about the progress of their instructions.
Parent and Child Cases: Create and manage parent and child cases for complex scenarios that involve multiple related issues.
Custom Decisions and Rules: Handle custom decisions and rules through the solution's decision and rules engine.
Analytics, Dashboards, and Reports: Provide comprehensive analytics, dashboards, and reports for monitoring and managing cases. Includes a report and dashboard designer for custom reports and dashboards.
Account Maintenance Requests
Personal Information Updates: Process requests to update personal information such as name, address, and contact details.
Account Changes: Manage requests for changes to account types, adding or removing account holders, and updating account settings.
Service Requests: Handle requests for new services, product upgrades, ordering a card ordering, ordering a cheque book ordering, and other account-related services.
Closure Requests: Process account closure requests while ensuring all necessary checks and procedures are followed.
Multi-Channel Case Handling
Channel Integration: Handle cases originated from various channels including mobile, web, call centre, branch, and others.
Vendor Integration: Integrate seamlessly with different software vendors to manage digital onboarding journeys created for different bank channels.
Uniform Handling: Ensure all account opening instructions from these channels are handled uniformly in the operations workspace.
Advanced Case Management Features
Configurable Dashboards: Provide customisable dashboards for real-time monitoring and management of cases.
Role-Based Access Controls: Ensure secure access to case information based on user roles and responsibilities.
Audit Trails: Maintain detailed audit trails of all actions taken within the case management system for compliance and review.
Reporting and Analytics: Generate reports and perform analytics on case management performance and trends.
Report and Dashboard Designer: Create custom reports and dashboards to meet specific business needs.
Integration Capabilities: Integrate with other systems and platforms to streamline data flow and case management processes. Features a rich API for integration by other vendors.
Exception Handling
Retail Account Exceptions: Handle exceptions such as missing documents, incorrect customer information, and failed verification checks.
Business Account Exceptions: Manage exceptions related to business documentation, entity verification, and compliance issues.
benefits
and Efficiency.
Using our module reduces onboarding TAT, increases sales and profitability, lowers abandonment rates, cuts operational costs, and enhances management visibility and control over account-related processes.
Compliance and Security
Ensures compliance with regulatory requirements through detailed audit trails and secure handling of case data.
Enhanced Visibility
Provides real-time visibility into case status and performance, enabling proactive management and timely resolution.
Improved Efficiency
Automates case management processes, reducing manual effort and improving efficiency.
Improved Management Visibility and Control
Provides management with enhanced visibility and control over case management activities.
Reduced Onboarding TAT
Reduces the turnaround time for onboarding new accounts, speeding up the process.
Customer Satisfaction
Enhances customer satisfaction by ensuring prompt and effective resolution of KYC-related cases.
Increased Sales and Maximised Profitability
Streamlined processes and efficient case handling contribute to increased sales and profitability.
Reduced Operational Cost
Automates and streamlines processes, reducing operational costs.
Reduced Abandonment Rate
Improves the onboarding experience, reducing the rate of abandonment.
use cases
Agent-Assisted Banking: Enable agents to assist customers in resolving account-related issues through a comprehensive case management system.
Retail Banking: Handle exceptions and maintenance requests related to retail account openings and maintenance.
Digital Banking: Streamline case management for digital banking customers, enhancing efficiency and customer satisfaction.
Business Banking: Manage exceptions and maintenance requests for business accounts, ensuring compliance and security.
Self-Onboarding: Allow customers to submit maintenance requests and exceptions independently, ensuring they are handled promptly.
Remote Onboarding: Facilitate remote management of account opening exceptions and maintenance requests, ensuring compliance and efficiency.
E-commerce: Address account-related exceptions and requests to ensure seamless customer experiences.
Telecommunications: Manage customer account maintenance requests and exceptions efficiently.
Multi-Channel Integration: Handle account opening instructions from various channels including mobile, web, call centre, and branch uniformly.