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BANKING

US Bank Gains a Bespoke Customer Service Solution


The Challenge

A major U.S. bank’s credit card contact center team was struggling with antiquated, complex mainframe solutions that required numerous manual entries across multiple screens to make simple changes. The average cost per call exceeded $9, with an average handle time of 26 minutes. Customer complaints were escalating, and self-service options were limited. The bank explored third-party products, but balked at the price tag and implementation timeline.


Our Approach

The bank asked Cognizant's banking solutions team to develop a modern, simple and cost-effective solution that could be deployed quickly. We created a custom, end-to-end contact center application using agile, and incorporated an intuitive user interface (UI) that required little training.

Cognizant not only met the bank's six-month implementation deadline but did so at less than half the cost of a third-party product. The initial release deployed ahead of time, with updates released monthly. The application solution quickly produced tangible results. Training time accelerated from two weeks to one or two days. UI controls significantly reduced manual errors. Call-handling time improved dramatically, which improved customer experience and satisfaction. Plus, built-in analytics capabilities gave management reporting capabilities and insights into the overall customer service function.

Efficiencies Improve the Customer (and Agent) Experience

The contact center teams were so excited about the solution that Cognizant received numerous requests to implement the tool in other areas of the organization.

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70%

faster call handling times

26%

savings in IT operating costs

97%

reduction in ticket backlog

$10 million

projected savings over 5 years


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