STANDARD CHARTERED ADVANCES EMAIL AUTOMATION JOURNEY
With Virtuos CXDesk Success Stack, Standard Chartered modernizes Verint Email Response System, ensuring continuity, automation, and AWS-based sovereign data compliance.
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- Significant boost in email productivity, performance tracking.
- Agent Productivity
- Improved customer satisfaction across digital touchpoints
- C-SAT
- Considerable reduction in Average Call Handling Time (AHT)
- AHT
Values
Creating a Seamless, Intelligent Credit Card Experience
Standard Chartered aims to deliver a frictionless, responsive, and personalized credit card journey by leveraging cutting-edge automation, omnichannel support, and data-driven insights.
About Standard Chartered Bank
Standard Chartered PLC is a leading British multinational banking and financial services institution headquartered in London. With a legacy spanning over 160 years, the bank operates across more than 70 countries, with a global team of 87,000+ employees and 1,200+ branches and outlets. In India, Standard Chartered is the largest international bank, operating since 1858, with a footprint of 100 branches in 43 cities. It plays a pivotal role in supporting India's evolving financial landscape with innovative and customer-centric banking solutions.
Major challenges
How SC Overcome Challenges
- Fragmented Response Ecosystem
Standard Chartered struggled with decentralized tools and disjointed customer service processes spread across regions, leading to inconsistent responses and complex support operations.
- Operational Inefficiencies
Handling high email volumes, multi-platform inquiries, and manual reporting slowed responsiveness and increased support costs, affecting both productivity and experience quality.
- Customer Experience Gap
Low C-SAT scores, poor self-service adoption, and sluggish resolution times undermined digital engagement, impeding online banking growth and brand loyalty.
Why Standard Chartered Chose Virtuos Digital—Consultare
1000+ Projects
Standard Chartered entrusted Virtuos Digital—Consultare to lead the modernization of its 17+ year-old Verint (formerly KANA) Email Response System—originally implemented by Virtuos—into a future-ready, AWS-hosted platform that adheres to India’s local data sovereignty requirements.
Key Reasons for Choosing Virtuos:
- Deep Domain Expertise: With 17+ years of continuous success in CX automation, Virtuos had an unmatched understanding of SCB’s architecture and compliance needs.
- Proven Partnership: A trusted digital transformation partner since inception, Virtuos has consistently delivered scalable, secure, and compliant solutions.
- Future-Ready Platform: Migration to AWS enables cloud-native, sovereign, and scalable infrastructure, setting the stage for further AI and agentic automation.
- CXDesk Success Stack: Virtuos' proprietary CXDesk Stack ensures seamless email orchestration, case automation, and real-time service intelligence for high-performance banking operations.
Virtuos ExperienceEdge™
At Standard Chartered Bank, Virtuos Digital—Consultare led the transformation of a mission-critical customer service ecosystem by implementing a next-generation Verint (formerly KANA) Email Automation Platform, modernizing their legacy systems into a cloud-native, scalable, and secure solution hosted on AWS to meet local data sovereignty mandates.
The project focused on automating and optimizing the bank’s Credit Card Operations, which are heavily reliant on managing high volumes of inbound emails and web queries. Virtuos’ solution introduced intelligent routing, auto-responses, and contextual knowledge management, enabling faster, accurate, and consistent customer communication across all lines of business.
Key Highlights:
- Enterprise-Grade Omnichannel Support: For email, web, and assisted interactions across multiple geographies and business units.
- Smart Automation Modules: For faster email categorization, template-driven responses, and seamless workflow integration.
- Deep Integration with Enterprise Databases: For dynamic data exchange, real-time updates, and proactive service triggers.
- Cloud Modernization with AWS: Legacy KANA systems were migrated into Verint’s modern automation suite and cloudified locally on AWS, ensuring performance, security, and compliance.
Our trained and certified Verint (KANA) consultants—part of the Virtuos CX Automation Practice—executed this complex migration with zero service disruption. Their domain-rich expertise, combined with AI-readiness planning, empowers Standard Chartered to scale seamlessly and innovate in their credit card experience operations.
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