Introduction
Capco partnered with a leading Global Investment Bank to design and implement an Intelligent Client Query Management (ICQM) solution—an integrated, analytics-led platform aimed at transforming how client queries are managed across the bank’s operations. This initiative was part of a broader ambition to modernize client servicing, reduce operational friction, and enhance both customer and employee experience.
Why Now?
Like many global financial institutions, this bank faced increasing volumes of inbound client queries—ranging from general questions to complex processing requests and complaints. These were often handled through fragmented channels such as emails, phone calls, and free-text forms, leading to inefficiencies, missed SLAs, and inconsistent client experiences. The bank recognized the need for a more intelligent, scalable, and client-centric approach to query management.
How We Did It
Capco collaborated with the bank’s technology and operations teams, alongside strategic partners, to co-develop the ICQM platform. The approach was grounded in:
- End-to-end process re-engineering: Mapping and redesigning client query workflows to eliminate manual routing and improve ownership.
- Omni-channel integration: Consolidating client interactions across email, chat, and voice into a unified platform.
- Automation and intelligent routing: Leveraging AI to categorize, allocate, and resolve queries efficiently.
- Real-time analytics: Equipping supervisors and operations teams with dashboards to monitor query volumes, SLA adherence, and root causes.
- Agile delivery: Iterative development and deployment, with continuous feedback from client service teams.
The project was spotlighted internally as a flagship initiative for the bank’s transformation agenda.
What We Delivered
The ICQM program delivered a step-change in operational performance and client satisfaction:
- Reduced query resolution times through intelligent triage and routing
- Improved SLA compliance by eliminating manual handoffs and clarifying ownership
- Enhanced client experience via seamless digital channels and faster response times
- Operational transparency through real-time dashboards and analytics
- Scalable architecture that supports future integration with workflow tools and process orchestration engines
The solution also laid the foundation for broader automation and data-driven decision-making across client operations.
How We Can Help
Capco’s work on ICQM demonstrates our ability to deliver intelligent, scalable solutions that transform client servicing in complex financial environments. Whether you're looking to modernize query management, embed AI into operations, or improve client experience, we bring the strategy, tools, and delivery expertise to make it happen.