The Challenge: Tracking and Reporting Struggles
Central to this public sector bank’s customer communications process was a labor-intensive, error-prone system. Records of items couriered or posted to customers—such as account statements and cards—were manually maintained in Excel. Tracking these items became a logistical nightmare, especially when something went missing.
The process relied heavily on third-party courier services. Full-time employees had to log in daily to various courier websites, manually retrieve the Air Waybill (AWB) numbers, and update the delivery status in spreadsheets. This method lacked consistency, invited human error, and resulted in delayed responses to customer queries.
For the bank’s Chief Operating Officer (COO), this inefficiency raised red flags. It strained internal resources, created high operational overhead, and posed risks to customer satisfaction. The lack of automation also hindered the bank’s ability to scale efficiently and meet modern service benchmarks. The COO knew that without a robust, real-time solution, these back-office limitations would continue to compromise the bank’s commitment to reliable and timely customer service.
