August 21, 2020

Client Case Study: Leading Mortgage Provider in the Asia-Pacific Region

Client Case Study:  Leading Mortgage Provider in the Asia-Pacific Region

Challenges

  • The client needed a short-term strategy to provide assistance to mortgage customers who were originally approved for a deferral of repayments during the COVID crisis
  • 150,000+ accounts were affected and over 400 agents would require access to the system concurrently to service customers
  • The client needed to implement the solution quickly and with limited IT lift  

Client Background

  • One of the largest retail financial institutions in the Asia-Pacific region
  • Operates multiple systems that regularly handle transactions in a number of unique products across different time zones 

The Katabat Solution

  • Utilizing the flexibility of the platform, the client implemented guided workflows to effectively mark and tag accounts for specific action within critical time frames
  • Acting quickly, the client was able to ‘flex up’ and establish an additional 320 agents within the system. Without disrupting existing agent workloads, they provided access and created specific work queues to the new agents, which were allocated based on their experience and specific client case requirements
  • Leveraging the configurability, scripts and strategies were designed for agents to better serve clients based on their needs  

Results

  • Increased consistency and efficiency across the network while maintaining flexibility during the COVID-19 pandemic
  • Handling time for agents decreased by 25%
  • Rework for the client’s financial assistance team was reduced by 50%
  • Provided superior customer experience during a time of overwhelming uncertainty