Trust & Embassy Bank Re-engineering
Mid-sized Regional Bank
- All operations processes were reviewed and key processes rationalized, resulting in 30% capacity improvement and direct expense savings of $3 million (11%).
- Service quality was improved and customer complaints were reduced by 85% and complaint turnaround time was reduced from over 7days on average to less than 24 hours. By the end of the program 80% of complaints were resolved realtime.
- The Bank eliminated all Regulatory issues and was in full compliance with all required regulations before the program ended.