A major bank faced critical challenges due to fragmented and inconsistent customer and support data scattered across multiple legacy systems. These inefficiencies hampered ERP data processing, support ticket management, and overall operational agility—threatening revenue growth and customer satisfaction.
Industry
Banking & Financial Services
Location
USA & UAE (Applicable Across Regions)
Client Overview
Business Challenges
Prospect Customer Data Fragmentation
Disparate Data Sources:
Customer data resided in multiple isolated systems, causing inconsistencies and data errors.
Inefficient ERP Handling:
Lengthy, slow, and cumbersome processes in managing customer data impacted business agility.
Low Data Quality & Visibility:
Poor data reliability led to ineffective decision-making and missed cross-sell/up-sell opportunities.
Support Ticket Disintegration
- Scattered Communication Channels: Ticket data arrived via IVR, mobile apps, emails, chatbots, and branch visits—without integration.
- No Unified Ticket View: Support teams lacked consolidated visibility into ticket statuses across channels.
- Manual, Error-Prone Workflows: Cumbersome manual processes increased errors and prolonged resolution times.
inoday’s Tailored Data Harmonization Solution
Leveraging the power of Python scripting combined with the robust data integration platform Apache NiFi, inoday delivered a comprehensive data harmonization program tailored to the client’s unique banking environment.
Core Implementation Steps Include:
- Data Standardization & Normalization: Ensured consistency by unifying formats and normalizing values across all systems.
- Schema Matching & Alignment: Mapped and synchronized disparate data models to enable seamless integration.
- Deduplication: Eliminated duplicate and conflicting records to improve data integrity.
- Metadata Harmonization: Standardized metadata for reliable reporting and analytics.
- Real-Time Data Pipelines: Automated data flow into ERP and support systems for up-to-date operational accuracy.
Measurable Business Outcomes
Unified Customer Data View
- Delivered a single source of truth enabling a seamless and comprehensive customer profile accessible enterprise-wide.
- Enabled sales and service teams to reduce redundant processes, resulting in a 30% gain in productivity.
- Supported smarter cross-sell and up-sell campaigns, contributing to a 25% revenue boost in targeted marketing efforts.
- Streamlined customer transactions with one-page checkout optimization, improving conversion rates and client satisfaction.
Integrated Support Ticket Visibility
Established a consolidated, real-time ticket dashboard unifying data across IVR, email, mobile, chatbot, and in-person channels.
Reduced average ticket resolution time by 50%, leveraging automated workflows and escalation protocols.
Increased support team efficiency by 35%, as manual data entry and errors were minimized.
Enhanced customer satisfaction through faster, consistent responses and proactive alerting systems for both customers and support staff.
Client Perspective
“inoday’s data harmonization approach has transformed our operations, giving us unprecedented clarity and efficiency.
We now deliver faster, smarter service and have unlocked significant revenue growth.”
Chief Data Officer, Leading Global Bank
Why inoday?
- Certified Microsoft Gold Partner and leader in banking digital transformation.
- Deep expertise in data harmonization, process automation, and enterprise integration.
- Proven track record of delivering measurable impact for banks in the USA, UAE, and globally.
- Commitment to security, compliance, and scalability tailored to regulated financial environments.
Ready to Harness Data Harmonization for Your Bank?
Contact inoday for a complimentary consultation to discover how unified data strategies can accelerate your operational efficiency, drive revenue growth, and elevate customer experience.