Case Studies
Odoo ERP · Digital Banking
Customer Operations Modernization for a Regional Digital Bank
A single service workspace reduced handoffs and gave agents complete context in every interaction.
⏱ 4.5 months👥 3 consultants + 1 business analyst
Overview
A mid-market digital bank was operating customer care across separate tools for CRM, payments, and support tickets. The fragmented setup slowed response times and made it difficult for agents to track case context end to end.
38%
faster customer response time
33%
faster dispute resolution
27%
improvement in operational efficiency
22%
increase in first-contact resolution
The Challenge
What We Were Solving
Agents had to switch between systems to understand customer history. Dispute updates depended on manual follow-ups. Ticket ownership was unclear across teams, which increased escalations and first-response delays.
Our Approach
How We Solved It
- Built a customer 360 dashboard with account, transaction, and interaction timeline.
- Implemented guided interaction logging with category and intent tagging.
- Automated payment setup, modification, and failed-payment follow-up actions.
- Introduced dispute workflows with SLA timers and escalation routing.
- Standardized ticket lifecycle states and assignment rules across support queues.
- Added card block and reissue workflows with approval checkpoints.
- Embedded playbooks and SOP articles for first-contact resolution support.
Technology Stack
Tools & Platforms Used
Odoo CRMPostgreSQLREST APIsSSOWebhook Orchestration
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This rollout gave our support teams one source of truth and materially improved response quality in the first quarter.
Head of Customer Operations, NovaBank Group (name changed)