Secure Banking
CX.dev built a custom enterprise Zendesk plugin to consolidate a financial services provider’s fragmented support system with a customized Zendesk solution, automating compliance audit trails, enhancing data security, and streamlining workflows. This improved agent efficiency, ensured regulatory adherence, and provided a scalable, secure support infrastructure.
Year
2024
Services
Customer Experience
Client
National Bank
/ A Sensitive Challenge
A solutions provider operating in highly regulated markets approached CX.dev with a need to improve their customer support processes. The client, a key player in financial services, faced increasing demands, complex compliance requirements, and a growing need for real-time support. Their existing support system was fragmented, relying on emails and multiple siloed tools, which led to inefficiencies in both response time and tracking regulatory compliance.
Given the strict regulations governing customer communications, data storage, and confidentiality, the client needed a robust support solution that could centralize inquiries, maintain compliance, and provide a seamless experience for both customers and support agents.
The primary goal was to customize and integrate an enterprise ticketing solution to meet the unique regulatory and operational needs of the financial services provider. This included:
Compliance & Auditing: Automating audit trails for all customer interactions to satisfy regulatory requirements.
Data Security: Ensuring that customer data was stored and accessed in a manner compliant with local and international financial regulations.
Custom Workflows: Building tailored workflows that integrated with internal financial systems, ensuring that customer inquiries could be efficiently managed.
Agent Efficiency: Creating a custom application to enhance the Zendesk platform by automating processes like case routing, data entry, and performance tracking.
Reporting: Providing robust analytics tools to monitor key metrics and compliance factors.
/ Approaching the Challenge
1. Implementation of Zendesk for Financial Services
Zendesk was chosen due to its flexibility, security features, and scalability. CX.dev led the deployment and customization of the platform, ensuring it adhered to the client's regulatory requirements. Key features included:
Data Security: Configuring Zendesk’s data encryption and user permissions to comply with financial services regulations.
Automated Audit Trails: Utilizing Zendesk’s logging and reporting tools to ensure every customer interaction had a complete audit trail, critical for compliance.
2. Custom Application Development on Zendesk Platform
A key part of the project was the development of a custom Zendesk app that integrated with the client's existing financial management systems. The application was built to streamline the following processes:
Automated Case Routing: Using predefined rules based on the customer’s financial product, region, and issue type, the app automatically routed cases to specialized support agents. This ensured faster response times and reduced the chance of human error.
Regulation Compliance Templates: Predefined response templates were created that automatically incorporated the necessary regulatory disclaimers, ensuring that support agents met legal requirements in every communication.
3. Custom Workflows and Automations
The Zendesk instance was further customized with workflow automation, designed to enhance agent productivity and maintain compliance standards. These included:
SLAs and Performance Monitoring: Configured to track strict service-level agreements (SLAs), ensuring that customer inquiries were handled within the required timeframe for each type of request. This was particularly important for high-net-worth clients and urgent financial matters.
/ The Solution
The Zendesk platform, along with the bespoke application developed by CX.dev, delivered several tangible benefits to the financial services provider:
Enhanced Compliance: All customer interactions were automatically logged with audit trails, ensuring adherence to regulatory standards and reducing compliance risk.
Data Security: The integration ensured that sensitive financial data was securely stored and only accessible by authorized personnel, in full compliance with industry regulations.
Scalable Solution: The platform was designed to grow with the business, easily accommodating future needs such as new financial products, expanding client bases, and evolving regulatory requirements.
Through the implementation of a customized Zendesk platform and the development of a custom application, CX.dev successfully transformed the client’s customer support processes to meet the demands of a regulated financial market. By enhancing efficiency, maintaining compliance, and improving overall service quality, the solution provided the client with a robust, scalable support infrastructure that aligned with their long-term goals.
Secure Banking
CX.dev built a custom enterprise Zendesk plugin to consolidate a financial services provider’s fragmented support system with a customized Zendesk solution, automating compliance audit trails, enhancing data security, and streamlining workflows. This improved agent efficiency, ensured regulatory adherence, and provided a scalable, secure support infrastructure.
Year
2024
Services
Customer Experience
Client
National Bank
/ A Sensitive Challenge
A solutions provider operating in highly regulated markets approached CX.dev with a need to improve their customer support processes. The client, a key player in financial services, faced increasing demands, complex compliance requirements, and a growing need for real-time support. Their existing support system was fragmented, relying on emails and multiple siloed tools, which led to inefficiencies in both response time and tracking regulatory compliance.
Given the strict regulations governing customer communications, data storage, and confidentiality, the client needed a robust support solution that could centralize inquiries, maintain compliance, and provide a seamless experience for both customers and support agents.
The primary goal was to customize and integrate an enterprise ticketing solution to meet the unique regulatory and operational needs of the financial services provider. This included:
Compliance & Auditing: Automating audit trails for all customer interactions to satisfy regulatory requirements.
Data Security: Ensuring that customer data was stored and accessed in a manner compliant with local and international financial regulations.
Custom Workflows: Building tailored workflows that integrated with internal financial systems, ensuring that customer inquiries could be efficiently managed.
Agent Efficiency: Creating a custom application to enhance the Zendesk platform by automating processes like case routing, data entry, and performance tracking.
Reporting: Providing robust analytics tools to monitor key metrics and compliance factors.
/ Approaching the Challenge
1. Implementation of Zendesk for Financial Services
Zendesk was chosen due to its flexibility, security features, and scalability. CX.dev led the deployment and customization of the platform, ensuring it adhered to the client's regulatory requirements. Key features included:
Data Security: Configuring Zendesk’s data encryption and user permissions to comply with financial services regulations.
Automated Audit Trails: Utilizing Zendesk’s logging and reporting tools to ensure every customer interaction had a complete audit trail, critical for compliance.
2. Custom Application Development on Zendesk Platform
A key part of the project was the development of a custom Zendesk app that integrated with the client's existing financial management systems. The application was built to streamline the following processes:
Automated Case Routing: Using predefined rules based on the customer’s financial product, region, and issue type, the app automatically routed cases to specialized support agents. This ensured faster response times and reduced the chance of human error.
Regulation Compliance Templates: Predefined response templates were created that automatically incorporated the necessary regulatory disclaimers, ensuring that support agents met legal requirements in every communication.
3. Custom Workflows and Automations
The Zendesk instance was further customized with workflow automation, designed to enhance agent productivity and maintain compliance standards. These included:
SLAs and Performance Monitoring: Configured to track strict service-level agreements (SLAs), ensuring that customer inquiries were handled within the required timeframe for each type of request. This was particularly important for high-net-worth clients and urgent financial matters.
/ The Solution
The Zendesk platform, along with the bespoke application developed by CX.dev, delivered several tangible benefits to the financial services provider:
Enhanced Compliance: All customer interactions were automatically logged with audit trails, ensuring adherence to regulatory standards and reducing compliance risk.
Data Security: The integration ensured that sensitive financial data was securely stored and only accessible by authorized personnel, in full compliance with industry regulations.
Scalable Solution: The platform was designed to grow with the business, easily accommodating future needs such as new financial products, expanding client bases, and evolving regulatory requirements.
Through the implementation of a customized Zendesk platform and the development of a custom application, CX.dev successfully transformed the client’s customer support processes to meet the demands of a regulated financial market. By enhancing efficiency, maintaining compliance, and improving overall service quality, the solution provided the client with a robust, scalable support infrastructure that aligned with their long-term goals.
Secure Banking
CX.dev built a custom enterprise Zendesk plugin to consolidate a financial services provider’s fragmented support system with a customized Zendesk solution, automating compliance audit trails, enhancing data security, and streamlining workflows. This improved agent efficiency, ensured regulatory adherence, and provided a scalable, secure support infrastructure.
Year
2024
Services
Customer Experience
Client
National Bank
/ A Sensitive Challenge
A solutions provider operating in highly regulated markets approached CX.dev with a need to improve their customer support processes. The client, a key player in financial services, faced increasing demands, complex compliance requirements, and a growing need for real-time support. Their existing support system was fragmented, relying on emails and multiple siloed tools, which led to inefficiencies in both response time and tracking regulatory compliance.
Given the strict regulations governing customer communications, data storage, and confidentiality, the client needed a robust support solution that could centralize inquiries, maintain compliance, and provide a seamless experience for both customers and support agents.
The primary goal was to customize and integrate an enterprise ticketing solution to meet the unique regulatory and operational needs of the financial services provider. This included:
Compliance & Auditing: Automating audit trails for all customer interactions to satisfy regulatory requirements.
Data Security: Ensuring that customer data was stored and accessed in a manner compliant with local and international financial regulations.
Custom Workflows: Building tailored workflows that integrated with internal financial systems, ensuring that customer inquiries could be efficiently managed.
Agent Efficiency: Creating a custom application to enhance the Zendesk platform by automating processes like case routing, data entry, and performance tracking.
Reporting: Providing robust analytics tools to monitor key metrics and compliance factors.
/ Approaching the Challenge
1. Implementation of Zendesk for Financial Services
Zendesk was chosen due to its flexibility, security features, and scalability. CX.dev led the deployment and customization of the platform, ensuring it adhered to the client's regulatory requirements. Key features included:
Data Security: Configuring Zendesk’s data encryption and user permissions to comply with financial services regulations.
Automated Audit Trails: Utilizing Zendesk’s logging and reporting tools to ensure every customer interaction had a complete audit trail, critical for compliance.
2. Custom Application Development on Zendesk Platform
A key part of the project was the development of a custom Zendesk app that integrated with the client's existing financial management systems. The application was built to streamline the following processes:
Automated Case Routing: Using predefined rules based on the customer’s financial product, region, and issue type, the app automatically routed cases to specialized support agents. This ensured faster response times and reduced the chance of human error.
Regulation Compliance Templates: Predefined response templates were created that automatically incorporated the necessary regulatory disclaimers, ensuring that support agents met legal requirements in every communication.
3. Custom Workflows and Automations
The Zendesk instance was further customized with workflow automation, designed to enhance agent productivity and maintain compliance standards. These included:
SLAs and Performance Monitoring: Configured to track strict service-level agreements (SLAs), ensuring that customer inquiries were handled within the required timeframe for each type of request. This was particularly important for high-net-worth clients and urgent financial matters.
/ The Solution
The Zendesk platform, along with the bespoke application developed by CX.dev, delivered several tangible benefits to the financial services provider:
Enhanced Compliance: All customer interactions were automatically logged with audit trails, ensuring adherence to regulatory standards and reducing compliance risk.
Data Security: The integration ensured that sensitive financial data was securely stored and only accessible by authorized personnel, in full compliance with industry regulations.
Scalable Solution: The platform was designed to grow with the business, easily accommodating future needs such as new financial products, expanding client bases, and evolving regulatory requirements.
Through the implementation of a customized Zendesk platform and the development of a custom application, CX.dev successfully transformed the client’s customer support processes to meet the demands of a regulated financial market. By enhancing efficiency, maintaining compliance, and improving overall service quality, the solution provided the client with a robust, scalable support infrastructure that aligned with their long-term goals.