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Case study - How REDE helps financial institutions using ServiceNow, AI, and Databricks.

  • Writer: Rede Consulting
    Rede Consulting
  • Feb 14
  • 2 min read

[1] Case Study: Enhancing Compliance, Operations, and Customer Experience for a Global Bank


Client Profile:

  • A leading global financial institution with operations in 30+ countries.

  • Struggled with regulatory compliance, operational inefficiencies, and poor customer experience.

  • Used legacy systems and lacked AI-driven automation for risk and service management.


Challenges & REDE Consulting’s Solutions

1. Regulatory Compliance & Risk Management

Challenges:

  1. The bank faced growing regulatory requirements (Basel III, GDPR, SOX, etc.).

  2. Manual compliance tracking resulted in high penalties & risk exposure.

  3. No centralized system for risk assessments and audits.


Solution (ServiceNow IRM + AI + Databricks)

  • REDE Consulting implemented ServiceNow Integrated Risk Management (IRM) with AI-powered compliance tracking.

  • Connected ServiceNow IRM with Databricks to provide real-time compliance insights.

  • Developed automated risk assessment workflows to flag potential compliance violations.


Results:

✔ 50% reduction in compliance costs due to automation.

✔ 90% faster risk assessments, reducing regulatory fines.

✔ Real-time audit tracking, ensuring adherence to financial laws.



2. Legacy Systems & Operational Inefficiencies

Challenges:

  1. The bank’s loan processing, KYC, and fraud detection were manual and slow.

  2. Legacy systems caused data silos, leading to errors & inefficiencies.

  3. No centralized view of financial operations.


Solution (ServiceNow Financial Services Operations + AI + Automation)

  • REDE Consulting deployed ServiceNow Financial Services Operations (FSO) to unify processes.

  • Integrated AI-driven workflow automation to streamline KYC, loan approvals, and fraud investigations.

  • Connected Databricks for predictive analytics, reducing fraud risks.


Results:

✔ 80% faster loan processing time.

✔ 30% decrease in fraud cases due to AI-powered fraud detection.

✔ Improved operational efficiency, reducing costs by 40%.


3. Customer Experience & Case Resolution Delays

Challenges:

  1. High customer churn rates due to slow query resolution.

  2. Disjointed systems made it difficult to personalize customer interactions.

  3. Lack of proactive service management.


Solution (ServiceNow CSM + AI Chatbots + CRM Integration)

  • Implemented ServiceNow Customer Service Management (CSM) for seamless query resolution.

  • Integrated AI-driven chatbots to automate common customer requests (account inquiries, transaction disputes, etc.).

  • Connected CSM with the bank’s existing CRM, ensuring personalized service.


Results:

✔ 60% reduction in customer service resolution time.

✔ Improved customer satisfaction scores (CSAT) by 35%.

✔ Automated 70% of common customer inquiries via AI-driven chatbots.


Final Impact: How REDE Consulting Transformed the Bank’s Operations

💡 Reduced compliance risks & eliminated regulatory penalties.

⚡ Modernized legacy systems, improving operational efficiency.

🎯 Enhanced customer experience, increasing retention & satisfaction.

🔹 REDE Consulting successfully leveraged ServiceNow, AI, and Databricks to future-proof the bank’s operations.


Call to Action

🚀 Ready to transform your financial institution? 📧 Contact REDE Consulting today! 🌍 www.rede-consulting.com 📩 info@rede-consulting.com




 
 
 

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