OpenSpan Case Study Library
The client estimates that 60% of their employees are in front-line customer-facing roles, in particular
bank tellers who provide direct service to the bank's customers. Their goal was to improve the
…
March, 2009
The bank's back office processes continuous transaction fraud alerts for debit cardholders. Alerts
generate actions to analyze suspect transactions, and fraud agents must work quickly and accurately
…
March, 2009
The client's Customer Care environment was a mix of Windows and Web applications, some hosted on
users' desktops, and others streamed to desktops via Citrix. Customer Service Representatives (CSRs)
…
March, 2009
This bank felt it could improve customer service and sales returns of its sales and service center
agents. They use a mix of legacy applications – Siebel CRM, VB, mainframe, and browser-based.
…
March, 2009
The client had bottlenecks common in the retail banking industry –
cumbersome manual business
processes that required bank employees to toggle through multiple screens across a range of legacy…
March, 2009
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