back_office_ops · finance · workflow
Top 10 U.S. Retail Bank transforms lending operations with Verint Operations Manager
A specialty group within a top 10 U.S. retail bank's lending business was consistently missing SLAs despite mandatory daily and Saturday overtime, because managers lacked real-time data to measure employee productivity and there was no automated way to allocate and track work across 400-plus team members.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Work arrives across five platforms
Work is received across five different platforms in hundreds of types, each with different handle times.
Tools used
Verint Operations ManagerVerint Work Allocation BotVerint Desktop and Process AnalyticsVerint Open Platform
Outcome
After deploying Verint Operations Manager, the group increased employee productivity by 40% within the first month, improved SLA performance by 60% (turnaround reduced from 7–10 business days to 4 days or less), eliminated all overtime, and reduced headcount by 10% through attrition; the solution subsequently expanded to five additional groups covering 26 teams nationwide.
Results
Time savedfrom 7 to 10 business days to 4 days or less
Volume40%
Grounding & classification
Source type: vendor customer story
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