The Challenge: Delayed ATM Dispute Resolution
The leading Middle Eastern bank prided itself on offering seamless banking services, earning the trust of thousands of customers. But behind the scenes, a growing issue was threatening its reputation—delays in resolving ATM disputes.
Every month, customers lodged complaints about failed ATM transactions, and the bank’s manual dispute-handling process took a frustrating 3–4 days to investigate and resolve each case. This delay not only led to customer dissatisfaction but also attracted heavy financial penalties, further eroding trust in the bank’s services.
The challenge wasn’t just the sluggish resolution process. The bank’s customer service request handling, including updates to customer information like names and addresses, was also entirely manual—leading to frequent errors, inefficiencies, and a backlog of unresolved cases. The bank’s leadership knew they needed a transformation, and fast. They sought a solution that would automate their dispute-handling process, reduce manual errors, and improve customer satisfaction while ensuring compliance with banking regulations.
