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Real-Time Financial
Incident Management

About Us

A leading US financial institution faced challenges with delayed responses to financial incidents, impacting customer transactions and satisfaction. With ServiceNow FSO, they revolutionized their incident management system, focusing on real-time resolution. This quick approach to solving issues helped restore and maintain customer trust, significantly improving satisfaction levels and reducing operational risk. ServiceNow FSO proved to be a game-changer, converting the organization's struggle into success.

FSO Implementation Highlights

Advisory and Consulting

Incident Management

Leveraging FSO's capabilities has enhanced the process. The refined process now includes automated alerting, issue sorting, and prioritization.

Advisory and Consulting

Advanced Work Assignment (AWA)

This feature routes cases intelligently to the most competent agents according to their skills and current workload.

Advisory and Consulting

Real-Time Dashboards

Designed to track agent performance, monitor incidents, manage SLAs, and enhance efficiency and response times in real time.

Solution Details

Advisory and Consulting

Integration with Transactional Systems

We integrated FSO with our core banking systems, enabling automatic detection and documentation of incidents from transaction feeds.

Advisory and Consulting

Automated Communication Channels

We established automated notifications to instantly inform customers and internal teams about any arising incidents and provide an estimated resolution time.

Advisory and Consulting

Predictive Intelligence

Using ServiceNow's predictive intelligence tools, we anticipated potential issues based on trends and historical data, allowing the institution to intervene before an incident occurred.

Outcomes

70%

Reduction in response times, leading to improved customer satisfaction.

50%

workload reduction resulted in enhanced operational efficiency.

Customer trust

Increased due to consistent communication and transparency.

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