Case Summary
Banks are embracing digital-first strategies to modernize teller operations. A leading bank’s outdated teller system caused slow service, integration challenges, and compliance inefficiencies, impacting productivity and customer satisfaction. SLK implemented a next-gen teller platform, streamlining workflows, automating compliance, improving integration, and reducing response times, delivering a modern, customer-focused solution and operational efficiency.
The Challenge
The bank faced several critical challenges in its teller operations, impacting efficiency, customer satisfaction, and operational costs:
- Complex Teller Systems: Tellers had to navigate multiple applications and deal with complicated GUI, leading to slower transactions and reduced efficiency.
- Suboptimal Customer Experience: The inability to respond promptly to customer needs resulted in dissatisfaction and eroded trust in branch services.
- Legacy System Limitations: Outdated systems burdened by technical debt caused frequent downtimes, negatively affecting the bank’s reputation and operational reliability.
- High Costs of Third-Party Solutions: The proposed implementation of third-party platforms was budgeted at over $100 million, making it an unsustainable option.
- Inefficient Use of Teller Time: Significant time spent on manual data entry and routine tasks left tellers with little capacity for customer engagement and cross-selling opportunities.
The Solution
SLK developed and implemented a highly simplified, automated, and seamless teller platform to address these challenges. The solution was custom-built to align with the bank’s digital transformation strategy, delivering efficiency, scalability, and cost savings:
Custom-Built Modernization:
- Designed a right-fit solution tailored to the bank’s modernization needs, integrating multiple legacy applications into a unified, intuitive interface to eliminate complexity and improve teller efficiency.
- Re-engineered the customer journey with a focus on simplicity, consistency, and an OMNI-channel experience for seamless service across all touchpoints.
- Automated repetitive tasks, compliance checks, and session-based transactions, reducing manual effort and enabling tellers to focus on customer engagement and cross-selling opportunities.
- Introduced a Branch Image Capture Solution to streamline document handling and improve operational efficiency.
- Delivered the platform by reengineering system design, removing inefficiencies, and challenging the traditional “Buy” approach. Vendor evaluations, RFPs, and proof-of-concept demos validated the custom-built solution, reducing costs significantly compared to third-party alternatives.
- Simplified workflows to eliminate redundant back-office tasks, minimizing operational overhead and freeing resources for strategic initiatives.
Benefits Delivered
6x
Faster response times, enhancing customer satisfaction.
100%
Elimination of technical debt for
seamless operations.
