A leading bank in the BFSI sector, specializing in personal loans, credit card services, and dispute resolution support for a large customer base, relied heavily on its core systems for seamless service delivery but faced significant challenges due to outdated legacy systems. Manual, time-consuming processes for personal loan processing, credit card maintenance, and dispute resolution led to delays, operational inefficiencies, and a poor customer experience, inefficiencies that were impacting customer satisfaction and risking potential loss of business. The bank’s outdated legacy systems struggled to meet the demands of personal loan processing, credit card maintenance, and dispute resolution. Manual interventions led to delays and slow turnaround times, and loan applications required multiple checks across fragmented systems, while credit card maintenance tasks like account updates and dispute resolutions were prone to errors. The lack of automation worsened the situation, with service agents navigating cumbersome workflows and limited system integration. Inconsistent data visibility and increasing request volumes further strained scalability, impacting customer satisfaction and risking potential revenue loss.
Ascendion implemented a Salesforce solution to unify multiple service channels for seamless loan and card maintenance, bringing together processes that had previously lived across fragmented systems.
Loan processing workflows were automated, including credit checks and disbursements, reducing the manual steps that had been slowing turnaround times. Dispute resolution processes were integrated with core systems for more efficient handling, giving service agents a connected view instead of navigating between disconnected tools.
Tech Stack:
Delivered faster turnaround times and reduced manual effort, as automated loan processing and integrated dispute resolution replaced the fragmented, multi-system checks that used to slow every request down.
Improved transparency and customer experience, giving service agents a unified view across loan, card, and dispute workflows instead of navigating disconnected systems with inconsistent data.
Reduced the operational strain that had been building as request volumes increased, positioning the bank's service teams to handle growing customer demand without the scalability constraints of the legacy setup.
Strengthened the bank's ability to protect customer satisfaction and retain business, addressing the very risk of revenue loss that outdated, error-prone processes had been creating.
