Introduction of Menu CUSTHUB – A Unified Platform for Customer Inquiry and Modification Qorus-Infosys Finacle Banking Innovation Awards 2025
IndiaCategory
Product and Service InnovationKeyword
Customer experience, Operational excellence & efficiency, Customer service
Innovation presentation
Current Challenges:
In the existing system, branch users are required to access multiple menus to perform basic inquiries or modifications. While some menus display customer-level information, others focus on account-level data, making the process fragmented and time-consuming. For instance, to view or update fields such as PAN, Date of Birth, Constitution Code, Customer Status, Mailing Country, or Occupation, menus like, FINDCUST, MRCR, CUSTUPDT etc., are used. Meanwhile, account-related inquiries require navigating additional menus.
This disjointed approach not only increases operational complexity but also impacts customer service delivery.
The New Solution – Menu CUSTHUB:
Menu CUSTHUB addresses these pain points by consolidating essential customer and account-related data into a single, user-friendly interface. It enables real-time inquiry and modification of major customer data fields, all while maintaining the necessary field-level validations.
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