Reshaping the Help Desk Experience
How NRI partnered with a national bank to elevate customer service and optimize operational processes.
Business situation
Providing financial services across 10 states, this mid-sized national bank, headquartered in Pennsylvania, prides itself on delivering dedicated personal service to businesses, professionals, individuals, and families. However, the bank realized its help desk services weren’t meeting customer expectations and identified a need to enhance satisfaction levels.
Considerations
Conduct a comprehensive assessment of the current help desk situation and define key performance goals.
Identify a solution that augments the bank’s internal staff with specialized expertise.
Execute a seamless rollout to ensure continuity of customer service.
Our solution
NRI had an established relationship with the bank, having previously provided managed services during its initial years. After trying a different provider with unsatisfactory results, the bank returned to NRI for a solution.
Following an in-depth assessment, NRI developed a solution that embedded three dedicated resources into its help desk operations. This approach ensured that incoming inquiries and service requests were handled by a consistent team that felt like an extension of the bank—delivering service that was personalized, knowledgeable, and aligned with the bank’s culture.
Capabilities applied
Service Desk
Adoption and Change Management
IT Governance
Results
The solution proved so effective that the bank entrusted NRI with monitoring and managing its devices—returning the institution to a model that optimized processes and improved decision-making. Today, NRI continues to help the bank refine and elevate its operational framework, ensuring sustained customer satisfaction and business resilience.