Case Study: A community bank does more. Faster.
After its loan portfolio grew by nearly 60% due to an acquisition, FirstMerit Bank was looking for a way to improve the response to consumer requests through its work order system. My project increased the services that customers could perform instantly on their own and reduced the total number of work queues. The end result: Work orders to the back office were cut by 56% and throughput time reduced by more than a full day.