Unified Ticketing Optimization

A customer service project was done at a bank to reduce the instances for duplicate customer service tickets. The key issue identified was multiple sources for ticket generation, multiple requests being raised by customer for same issue, lack of tracking and ineffective communication to customers. Key solutions implemented were to do an auto-recon of the tickets to identify duplicates, proactive communication to the customers for resolution of tickets and implementation of a unified ticketing system to consolidate all sources. The project reduced the compliance risk of unresolved tickets with a notional benefit of INR 250,000 and improved estimation of number of tickets and staffing requirements.