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Development of Omnichannel Sales and Customer Service Automation Platform for Retail Banking
  1. case
  2. Development of Omnichannel Sales and Customer Service Automation Platform for Retail Banking

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Development of Omnichannel Sales and Customer Service Automation Platform for Retail Banking

altkomsoftware.com
Financial services

Challenges in Digital Transformation and Process Efficiency

Legacy systems requiring manual intervention across multiple platforms caused delays in product delivery, inconsistent client advice, and high operational costs. The bank needed to digitize sales processes, handle sales peaks efficiently, and accelerate product development during the pandemic while maintaining compliance and system stability.

About the Client

Universal bank offering savings, investment products, loans, and business finance solutions to individual and enterprise clients

Objectives for Omnichannel Process Modernization

  • Digitize and automate online product sales without paper-based forms
  • Prepare IT infrastructure for seasonal and crisis-driven sales volume spikes
  • Enable rapid development and deployment of new digital products
  • Centralize control over omnichannel sales processes
  • Reduce manual intervention in client onboarding and cross-selling

Core System Capabilities

  • Legacy system integration layer for seamless data flow
  • Automated product delivery workflow engine
  • Client-specific portfolio modeling tools
  • Real-time process monitoring dashboard
  • Multi-channel deployment framework (web, mobile, API)

Technology Stack Requirements

Camunda BPM v7.X
Java 8
Apache Camel v3
AngularJS/Angular v9
Apache Kafka
Elasticsearch

System Integration Needs

  • Core banking legacy systems
  • Customer relationship management (CRM) platform
  • Payment gateway services
  • Identity verification services
  • Mobile/web banking interfaces

Operational Requirements

  • Horizontal scalability for 10x transaction volume spikes
  • 99.99% system availability SLA
  • GDPR-compliant data handling
  • Sub-second API response times
  • Modular architecture for rapid feature deployment

Expected Business Impact of Process Automation

Anticipated 70% reduction in client issue resolution time, 67% decrease in onboarding errors, and 30+ automated processes eliminating manual work. The platform will enable faster time-to-market for new products, improved client satisfaction through consistent omnichannel experiences, and measurable environmental benefits from paperless operations.

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