Major U.S. Financial Services Provider Adapts Self-Service Portal for Customers

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“You guys are killing it! Whatever you are doing is just amazing.”

Summary

A major U.S.-based financial services provider sought to extend its Treasury Management Services with a self-service portal for customers to manage subscriptions and accounts. GlideFast implemented a tailored solution within the ServiceNow platform, automating back-office processes and integrating various data sources to ensure a seamless experience for both customers and internal teams. The project reduced manual work, increased transparency, and empowered customers to initiate requests, significantly improving operational efficiency.

Enhancing Treasury Management Services with ServiceNow

The client’s traditional process for adding new subscriptions or accounts was reliant on manual interventions—emails, spreadsheets, and attachments. Customers had to contact the front or middle office to request changes, leading to inefficiencies and a lack of visibility into the processes. The company needed a solution to move these processes to a unified platform, increasing transparency, accountability, and management oversight. The primary goal was to create a self-service option for Treasury Management customers, automating workflows, and allowing for scalability in service offerings.

Empowering Treasury Management with a Seamless, Self-Service Portal in ServiceNow

GlideFast worked with the client to design and implement an external client-facing Service Portal within ServiceNow. This portal allowed Treasury Management customers to track the status of their accounts and easily initiate requests to activate new subscriptions or add accounts to existing services. Key features of the solution included:

Personalized Service Portal: Tailored widgets displayed customer account information and enabled self-service actions.
Chat Integration: Added chat functionality for real-time customer support, offering an alternative to emails and phone calls.
Custom Application Development: A complex data model was created within ServiceNow to manage customer, contact, account, and subscription data accurately.
Single Sign-On (SSO) Integration: Integrated with the current Treasury Management application to ensure secure and seamless customer access.
Data Source Integrations: GlideFast integrated various data sources, including billing systems and customer information, to ensure that data was always up to date and accurate.
DocuSign Integration: Created automated workflows for document signing and authorization, streamlining the agreement process for new subscriptions and account changes.

Key Outcomes of the Treasury Management Self-Service Solution

The implementation of this solution resulted in several key improvements for the client, including:

Self-Service Capabilities: The client enabled customers to manage Treasury Management subscriptions independently through the portal, which led to a 40% increase in self-service transactions (activation of new services and account additions), reducing the need for direct office intervention and freeing up staff for higher-value tasks.
Reduced Manual Work: By automating key back-office processes such as request handling and document signing, the solution eliminated the need for over 50% of manual email exchanges and spreadsheet management, significantly reducing human error and administrative overhead.
Increased Efficiency and Transparency: Centralizing processes within ServiceNow improved visibility into service request volumes, breakdowns, and potential bottlenecks. This led to a 25% improvement in response time to customer inquiries and a 20% increase in management’s ability to track and resolve issues in real-time, allowing for quicker decision-making and resource allocation.
Ongoing Collaboration and Refinements: The initial six-month project was completed successfully, and since then, the project has expanded with three major feature releases, ensuring the platform evolves to meet growing customer and business needs. This continuous improvement has strengthened the ongoing partnership with GlideFast, with future enhancements already planned.

This solution has drastically enhanced the overall customer experience by providing a user-friendly interface for managing accounts, allowing customers to handle a larger volume of requests more efficiently. Additionally, internal processes are now more streamlined, scalable, and cost-effective, contributing to improved service delivery.