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Retail Banking
Omni-Channel Service Case Management
Complexity
High
Timeline
12-16 weeks
Outcomes
4+
Challenge
Siloed service channels with inconsistent customer experience and no unified agent console.
Solution
Service Cloud Omni-Channel with FSC integration for skill-based routing across email, chat, SMS, and phone with complete customer context.
Key Outcomes
- Improved first-call resolution
- Reduced average handle time
- Increased agent productivity
- Consistent cross-channel experience
Tags
serviceretail-bankingomnichannelcase-managementagent-console
Implementation Timeline
12-16 weeks
High Complexity