Integrated Customer Servicing Platform (ICSP) Qorus Banking Innovation Awards 2017

The Integrated Customer Servicing Platform (ICSP) is a comprehensive programme seeking to help customers accomplish day-to-day banking in a faster and more effortless manner. Its scope spans the entire customer servicing value chain from customer-facing channels to operations teams. Where customer interaction begins, a single servicing platform I.Serve provides customer service officers (CSOs) with 360° customer information by interfacing with back-end systems. CSOs are alerted to service requests (SRs) requiring special attention though follow-up flags. High-volume requests are developed as Straight-Through Processes (STP) that are automatically fulfilled, thus reducing Turnaround Time (TAT). Other requests are captured with structured fields to ensure minimal data entry, zero errors and clean data fit for operations processing. This also enables improved analytics for management reporting. Post customer interaction, customer satisfaction (CSAT) surveys are automatically triggered and responses fed back to I.Serve in real-time for immediate service recovery on negative feedback. SRs not fulfilled at customer channels are routed to Workflow, a task management platform utilized by operations to assign and track SR status. Such tracking provides visibility into task volume and ageing. With structured data captured from I.Serve, Robotics Process Automation (RPA) automatically posts information to relevant backend systems. 24/7 task scheduling also significantly reduces request TAT for customers. Post SR fulfilment, teams utilize Lavastorm, an Automated Reconciliation tool, to automatically reconcile transactions. This enables 100% checking of high-volume transactions, hence eliminating sampling error. Timely checks ensure that errors are identified early for recovery action, reducing user-defined manual automation (UDMA) and impact on customers.