1 Customer
- A Top 20 U.S. Bank.
2 Business Situation
- Longer turn times in access setup & management for employees & vendors
- Increasing number of end user escalations
3 Solutioning
- Defined internal performance indicators and metrics to drive service excellence and focus on improving TAT and QA
4 Execution
- Re-worked on the SOPs/service design documents making it more robust
- Created detailed training plans for resource training
- Robust QA procedures for accuracy
5 Value Delivered
Over 80% reduction in turn time for Access Management
- 72 hours per request to 12 hours per request
- Consistently exceeding quality & turn time SLAs
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