Customer Stories
Transforming manual service request processes into a high-performance, secure, and scalable digital ecosystem for one of the world’s top banks. The engagement focused on eliminating manual service request handling, reducing rejection rates, accelerating turnaround times (TAT), and ensuring seamless KYC compliance across high customer volumes. The solution had to support both customer self-service journeys and branch-assisted workflows while integrating securely with core banking systems.
Key Challenges
Manual processing of service requests leading to high TAT and operational inefficiencies
Multiple service request rejections due to human errors, leading to more rework and reduced throughput
Urgent compliance requirements with large volumes of KYC data processing
Need for an end-to-end, seamless digital solution for customers, which will make account-related services available at their fingertips.
The Josh Edge
Leveraging deep expertise in enterprise modernization and banking integrations, we delivered a scalable digitization framework tailored to the bank’s operational and compliance requirements.
Customer & Branch Service Portals
Designed and developed a self-service portal enabling customers to complete DIY processes seamlessly
Built a branch employee portal enabling Relationship Managers (RMs) to instantly register and resolve service requests
Core Banking Integration Layer
Collaborated with the bank’s IT team to build and integrate a robust service layer connected to core banking platforms
Secure Authentication Framework
Implemented Aadhaar-based OTP authentication for customer self-service journeys
Enabled Aadhaar-based biometric verification for RM-assisted customer journeys
Role-Based Access & Governance
Implemented secure role-based access control for branch employees
Strengthened compliance and operational accountability
Business Logic Optimization
Refactored and enhanced business logic to align with evolving banking requirements
Built a microservices-based framework to eliminate manual intervention and reduce processing errors
Experience-Driven UX Design
Delivered intuitive, compliant UX designs aligned with the bank’s digital ecosystem
Deliver Real Value
Eliminated manual work by implementing a modern microservices-based framework for high-performance, error-free service request processing.
Accelerated service resolution turnaround time (TAT) through instant processing based on defined business rules.
Improved overall success rate of service tickets across DIY and RM-assisted digital platforms with minimal data entry effort.