One of Australia’s premier banks, embarked on an ambitious project within their Enterprise Complaints program: the development of a customer workbench. This strategic initiative encompassed the holistic management of customer interactions, feedback, and complaints, including adherence to stringent Australian regulatory standards. Central to the program’s success was a meticulously crafted reporting layer, boasting operational reports and executive dashboards. The central challenge entailed harmonizing disparate reporting requisites and establishing a robust data model to facilitate comprehensive and insightful reporting.
The Ingrity team engaged in a partnership with stakeholders to methodically understand and document requirements. Team did a thorough assessment of the current toolsets in use and offered strategic recommendations to the business for crafting a robust data model and insightful reports. After the introduction of initial wireframes to the business and obtaining approval, the team orchestrated the creation of a Visualization layer on top up of a comprehensive data model. These advanced reporting tools empowered the management team with instant insights into complaint statuses, effectively highlighting those warranting prompt attention.
Our customer enjoys the distinct advantage of leveraging an industry-leading solution that effectively manages complaints across their entire enterprise, concurrently ensuring unwavering adherence to regulatory standards.
