In an effort to modernize its branch operations and enhance customer experience, a leading private bank in Sri Lanka embarked on a digital transformation initiative to automate its service counter processes. Faced with the need to improve operational efficiency, comply with regulatory standards, and deliver faster customer onboarding, the bank sought a comprehensive automation solution.
Partnering with MindCraft, the bank implemented a Service Counter Automation application powered by IBM Cloud Pak for Business Automation. The solution digitized and automated key aspects of the in-branch account opening process — from data capture and document verification to real-time integration with backend banking systems.
This initiative not only accelerated customer onboarding and boosted business volumes but also ensured regulatory compliance and met stringent information security standards. The case study highlights how the adoption of cutting-edge automation tools enabled the bank to transform its front-office operations and deliver a faster, seamless experience to its customers.
Real-time customer data capture
