Streamlining Customer Service Operations for a Bank

This case study outlines the challenges faced by a leading Indian private sector bank in modernizing its customer service operations across multiple Salesforce organizations. The bank, which serves over 40 million customers, aimed to enhance its case resolution capabilities and improve SLA compliance while streamlining IT support. The existing Salesforce setup was limited, resulting in issues with managing customer inquiries and service requests, which negatively impacted customer satisfaction. To address these challenges, Coforge deployed a specialized team to enhance the bank's IT operations and Salesforce ecosystem. Key improvements included categorizing incidents for better traceability, leveraging tools for bulk data processing, and integrating ServiceNow's Customer Service Management to unify support functions. These enhancements led to improved operational efficiency, faster incident management, and better visibility through customizable dashboards, ultimately elevating customer satisfaction and strengthening internal processes.