A large North American CIT organisation with branches across the country faced several operational challenges, and inefficient outdated cash processing processes.
These inefficiencies led to increased costs, longer transaction times, and customer dissatisfaction. To address these issues, the client decided to implement our modern ISA software solution aimed at enhancing their operations.
Challenges
- Manual Cash Processing: Cash processing involved paperwork and manual reviews, which delayed ATM replenishment times and frustrated customers.
- Standalone accounting system: The company’s accounting department relies on traditional phone and email systems, making it difficult to track customer transactions or provide timely responses.
- Inefficient Document Management: Physical documents and spreadsheets were used to track customer data and transactions, leading to errors and delays.
Results
- Faster Cash Processing: Software System reduced cash processing time by 80%, significantly improving customer satisfaction and increasing SLA adherence targets by 25%.
- Improved Customer Service: The accounting system integration allowed employees to resolve issues 40% faster, with better visibility into the history of customer transactions. This led to a 15% increase in customer retention.
Conclusion
By adopting software solutions, the company improved its operational efficiency, reduced costs, and enhanced customer satisfaction.
Automation and streamlined processes not only sped up transactions but also gave the company a competitive edge in customer service and compliance. This digital transformation allowed them to grow faster and adapt to evolving market demands.