Payment Details Request
Responsibility
Asset finance – Payment Details Request
Work Process
- Access the Service Cloud Console through Salesforce, and selects “Payment Details Request – PAF”
- Choose a new case and retrieves the relevant customer profile.
- Locate the documents required to initiate the process of updating that customer’s bank details.
- Send a predefined, templatebased email to the customer with the loan statements attached.
- Update the case details and close the case.
Department
Innovation and Transformation
Domain(s) covered
Asset finance
Applications used
- Salesforce
- spreadsheet
Benefits
note
- 75% reduction in processing time
- 100% accuracy rate in transaction handling and closure
- Improved process efficiency with reduced manual effort
- Resources reallocated to value-adding work
- Improved SLAs resulting in enhanced customer satisfaction
- Increased scalability to cater to increased volume of requests