[1] Case Study: Enhancing Compliance, Operations, and Customer Experience for a Global Bank

Client Profile:

• A leading global financial institution with operations in 30+ countries.
• Struggled with regulatory compliance, operational inefficiencies, and poor customer experience.
• Used legacy systems and lacked AI-driven automation for risk and service management.

Challenges & REDE Consulting’s Solutions

1. Regulatory Compliance & Risk Management

Challenges:

1. The bank faced growing regulatory requirements (Basel III, GDPR, SOX, etc.).
2. Manual compliance tracking resulted in high penalties & risk exposure.
3. No centralized system for risk assessments and audits.

Solution (ServiceNow IRM + AI + Databricks)

• REDE Consulting implemented ServiceNow Integrated Risk Management (IRM) with AI-powered compliance tracking.
• Connected ServiceNow IRM with Databricks to provide real-time compliance insights.
• Developed automated risk assessment workflows to flag potential compliance violations.

Results:

✔ 50% reduction in compliance costs due to automation.

✔ 90% faster risk assessments, reducing regulatory fines.

✔ Real-time audit tracking, ensuring adherence to financial laws.

2. Legacy Systems & Operational Inefficiencies

Challenges:

1. The bank’s loan processing, KYC, and fraud detection were manual and slow.
2. Legacy systems caused data silos, leading to errors & inefficiencies.
3. No centralized view of financial operations.

Solution (ServiceNow Financial Services Operations + AI + Automation)

• REDE Consulting deployed ServiceNow Financial Services Operations (FSO) to unify processes.
• Integrated AI-driven workflow automation to streamline KYC, loan approvals, and fraud investigations.
• Connected Databricks for predictive analytics, reducing fraud risks.

Results:

✔ 80% faster loan processing time.

✔ 30% decrease in fraud cases due to AI-powered fraud detection.

✔ Improved operational efficiency, reducing costs by 40%.

3. Customer Experience & Case Resolution Delays

Challenges:

1. High customer churn rates due to slow query resolution.
2. Disjointed systems made it difficult to personalize customer interactions.
3. Lack of proactive service management.

Solution (ServiceNow CSM + AI Chatbots + CRM Integration)

• Implemented ServiceNow Customer Service Management (CSM) for seamless query resolution.
• Integrated AI-driven chatbots to automate common customer requests (account inquiries, transaction disputes, etc.).
• Connected CSM with the bank’s existing CRM, ensuring personalized service.

Results:

✔ 60% reduction in customer service resolution time.

✔ Improved customer satisfaction scores (CSAT) by 35%.

✔ Automated 70% of common customer inquiries via AI-driven chatbots.

Final Impact: How REDE Consulting Transformed the Bank’s Operations

Reduced compliance risks & eliminated regulatory penalties.

⚡ Modernized legacy systems, improving operational efficiency.

Enhanced customer experience, increasing retention & satisfaction.

REDE Consulting successfully leveraged ServiceNow, AI, and Databricks to future-proof the bank’s operations.

Call to Action

Ready to transform your financial institution? Contact REDE Consulting today! www.rede-consulting.com info@rede-consulting.com