Digital Banking Operations Modernization and Complaint Management Solution

The client experiences inefficiencies in their traditional manual processes for financial operations and customer complaint handling, leading to slow transaction processing, reduced operational reliability, and lower customer satisfaction. They require a comprehensive digital platform to streamline their workflows, improve reliability, and address customer complaints more effectively in a competitive market.

A mid-sized financial institution providing global financing, cash management, and advisory services seeking to enhance operational efficiency and customer satisfaction through digital transformation.

• Modernize core backend infrastructure to increase process efficiency and reliability.
• Implement automation testing to ensure seamless and error-free functionality of financial solutions.
• Develop a web-based complaint management system for handling financing-related customer grievances.
• Improve transaction processing times and reduce manual efforts through digital solutions.
• Enhance customer satisfaction by enabling more effective and faster complaint resolution and communication channels.

• Backend infrastructure built with scalable and reliable technology stack supporting global financial services.
• Automation testing modules for continuous integration and deployment to maintain high system quality.
• Web portal interface for customers to submit, track, and resolve complaints related to financing products.
• Integration with existing financial transaction systems, payment gateways, and internal data repositories.
• Real-time reporting and KPI dashboards for operational insights.
• Secure authentication and authorization mechanisms to safeguard sensitive financial data.

• Financial transaction processing systems.
• Customer relationship management (CRM) tools.
• Payment gateways.
• Internal data repositories and reporting tools.

• System scalability to handle increased transaction volumes and user load.
• High availability and uptime (target 99.9% uptime).
• Data security and compliance with financial regulations.
• Responsive performance with transaction processing under defined time thresholds.

The digital transformation is expected to significantly improve operational efficiency by reducing manual processing efforts and transaction times. Customer satisfaction will increase through more efficient complaint handling. The platform aims to enable real-time insights and reporting, thereby supporting strategic decision-making and increasing overall reliability and competitiveness in the financial services market.