Customer Overview
A leading commercial bank in Nepal, serving over 3 million customers through 359 branches, 124 extension counters, and 79 branchless banking units, sought to modernize operations across a large and diverse network. Legacy systems and rigid workflows were limiting agility, efficiency, and service innovation.
What Needed to Change
Manual, vendor dependent workflows slowed turnaround, increased costs, and made it difficult to launch new services across branch, mobile, and internet banking channels. The bank needed stronger workflow agility, better case visibility, and greater control over compliance and service delivery.
How the Transformation Took Shape
ezee.ai deployed a no code case management solution with API driven integration, multi channel case consistency, audit ready tracking, and SLA based workflow controls. Business teams were empowered to design and manage more than 250 workflows with far less IT dependence.
Results That Mattered
- Over 100 live case types and 250 workflows were digitized across the bank.
- Turnaround times improved by 30 percent, while IT dependency reduced by 60 percent.
- Operational costs fell by over 20 percent, and CSAT improved by 15 percent across more than 1 million active users.
