Leading Asian Bank: Improve the Customer Experience
Leading Asian Bank: Improve the Customer Experience
Challenges
- Define and share a consistent way to document the process
- Implement process standardization
- Improve process and customer experience
Results
- Customer-centric model
- Process maturity assessment
- Information sharing tool
As one of the leading banks in Thailand, managing hundreds of products and services, customer experience, and process standardization are central pillars of the bank's strategy.
Before using Bizzdesign Hopex, this bank documented processes and workflows in various tools, including PowerPoint, Visio, Excel, and Word, and process data was kept in employee storage.
To improve processes and customer experience, they needed to establish the following:
