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Better Customer Experience for a Finance through Digital Transformation Services

  • New York
  • Financial Services
  • 15 Weeks
  • B2C
  • AI, Azure, Node.js, Angular, Microsoft Dynamics 365

Project Brief

The project aimed to enhance the customer experience, optimize financial processes, and increase service delivery for a large financial services organization through complete digital transformation services.

Client Background

The customer is a renowned financial services firm based in New York that provides various financial products and services, such as banking, investing, and insurance. To remain competitive, the organisation prioritises creating exceptional customer experiences while embracing technology.

Key Challenges:

The client failed to create personalised customer experiences owing to fragmented consumer data stored in separate platforms.
The reliance on manual procedures and obsolete technologies led in increased operating costs, process bottlenecks, and inefficiencies across several business activities.
The lack of real-time data access hampered the organization's capacity to gather meaningful insights and make educated decisions quickly.
Given the highly confidential nature of financial data, implementing effective security measures and complying to severe financial rules was important in protecting the organization's assets.

Solution:

1. Discovery and Planning

Our team conducted a detailed analysis of the client's current systems, customer data management procedures, and operational workflow. This phase comprised in-depth meetings with stakeholders to determine their requirements and identify project goals.

2. Development

We created a digital transformation plan that incorporates AI to provide personalised customer experiences, automate workflows, and improves data analytics capabilities. The backend was built with Node.js, and the frontend with Angular. The system was installed on Azure to ensure scalability and security.

3. Implementation

The installation step necessitated close collaboration between the customer's IT and client service teams. We arranged training sessions to ensure a smooth transition to new technologies and established a feedback loop for continuous improvement.

Tools & Technology Used

Node.js

Programming Language

Angular

Frontend

Azure

Cloud Services

Microsoft Dynamics 365

CRM

Features:

AI-driven Customer Insights

AI algorithms were utilised to assess customer data and provide tailored financial advice and product recommendations. This resulted in increased customer satisfaction and engagement.

Automated Workflows

Developed automated processes for common financial tasks, lowering manual labour and operational costs. This allowed staff to focus on more critical tasks.

Real-time Data Analytics

Enhanced data analytics capabilities enable real-time insights into customer behaviour and market trends. This enabled more flexible and informed decision-making.

Improved User Interface

Using Angular, I designed a modern, easy user interface that enhances the whole user experience and makes it easier for clients to connect with the firm's offers.

Robust Security Measures

Advanced security processes were implemented to secure financial data and maintain compliance with industry standards, giving the company and its clients piece of mind.

Values Delivered:

Highly personalised services and a simple, user-friendly interface improve the consumer experience.
Intelligent automation of regular processes drastically reduced operational costs and freed up key resources.
Robust, real-time analytics facilitated data-driven, agile decision-making throughout the organisation.
Comprehensive personnel training programmes and the implementation of cutting-edge technology resulted in a significant rise in overall efficiency.
Comprehensive security measures assure compliance while safeguarding sensitive financial information.
“Integrating AI and workflow automation has improved our procedures, allowing us to provide more personalized services more efficiently. The new user interface and real-time data have enabled us to make more educated judgements and respond faster to market developments.”

Lisa Johnson

Chief Technology Officer

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