IBM
Case Studies
Barclays Enhances Customer Experience with IBM BPM Solution
Overview
Barclays Enhances Customer Experience with IBM BPM SolutionIBM |
Analytics & Modeling - Process Analytics Functional Applications - Enterprise Resource Planning Systems (ERP) | |
Finance & Insurance Retail | |
Fraud Detection Process Control & Optimization | |
Operational Impact
The adoption of the IBM BPM solution has significantly improved Barclays' operational efficiency and customer service. The solution has enabled the bank to assess and build an automated process for reporting lost or stolen debit cards and deploy the same process across different lines of business globally. The bank can now make many iterations and roll out new customer processes much faster, truly offering customer-centric experiences. The solution has also allowed Barclays to analyze 2.2 billion transactions annually for fraud, enabling them to identify the need to cancel payments on the first fraud hit and use SMS to contact the customer in real time. This has put customers in control, allowing them to respond in real time. | |
Quantitative Benefit
Barclays can now roll out new customer processes 88 percent faster, reducing the time from two years to 13 weeks. | |
Customers can now report lost or stolen debit cards using their preferred channels and receive replacement cards 67 percent faster than before, reducing the wait time from six to two working days. | |
Barclays increased its customer satisfaction around automated, multichannel services from a negative Net Promoter Score (NPS) to an NPS of 70. | |