FalconEye – Customer 360-Degree View Qorus-Infosys Finacle Banking Innovation Awards 2025- Nominated

Concept and Objectives Falcon Eye is an advanced, real-time customer 360-view platform developed to revolutionize customer intelligence at Pan Asia Bank. The core objective was to centralize fragmented data across multiple banking systems and deliver it through a single, actionable dashboard. By offering a comprehensive view of customer profiles, including personal information, account summaries, transaction history, cheque activity, limits and overdrafts, securities, pending charges, interest calculations, and trade facilities ,Falcon Eye empowers staff with instant, contextual insights for decision-making and superior customer engagement.

Reasons Behind Traditionally, customer data was siloed across various applications, causing inefficiencies, delayed responses, and fragmented customer service. Relationship managers had to navigate multiple systems to answer even basic customer queries, impacting turnaround time and customer satisfaction. Falcon Eye was born out of the urgent need to streamline access to this data and enhance service delivery across all customer touchpoints.

State of Competition While many banks offer CRM solutions or data dashboards, few integrate core banking data in real-time across such a wide scope using Finacle APIs and backend logic. Falcon Eye distinguishes Pan Asia Bank by combining operational depth with ease of use, providing a level of real-time data consolidation and service agility that most peers still struggle to achieve.

Sources of Inspiration The initiative drew inspiration from enterprise-level business intelligence platforms and modern CRM systems. However, it was uniquely tailored to Finacle’s architecture and banking-specific requirements, allowing for full backend integration and enhanced operational control.

Departments Involved This cross-functional project was led by the Application Development Team in collaboration with IT Infrastructure, Application Support team, Retail Banking, Operations, and Compliance. Close coordination with the Information Security and Risk Management teams ensured secure data handling and compliance readiness.

Main Results So Far Falcon Eye has significantly reduced the time needed for customer inquiries from an average of 15 minutes across systems to under 1 minute with the consolidated interface. Frontline staff now deliver personalized service with greater accuracy and efficiency. Internal adoption has been strong, with over 90% of customer service and operations teams actively using the platform daily. Moreover, the bank has seen a measurable improvement in cross-selling rates and turnaround time for approvals. Falcon Eye has become a cornerstone tool in Pan Asia Bank’s digital-first strategy, laying the foundation for further AI-driven customer analytics and hyper-personalized offerings in the near future.