The client is a major global bank serving millions of customers across retail, corporate, and digital banking channels. With competition from fintechs intensifying and regulators raising compliance expectations, the bank needed to deliver faster customer experiences, streamline lending and treasury operations, and strengthen risk monitoring, all while maintaining the security and trust that are the cornerstone of its brand.

The bank’s legacy processes and fragmented systems were slowing growth and frustrating both customers and internal teams:

• • Customer Experience Gaps: Onboarding journeys were slow and inconsistent across branch, web, and mobile channels.
• • Manual Lending Processes: Loan approvals were dependent on human review and manual document validation, leading to long turnaround times.
• • Operational Silos: Treasury, CRM, and compliance systems were disconnected, creating duplication of data and limited visibility for decision makers.
• • Compliance Risk: AML and KYC checks were partially manual, leaving room for human error and higher regulatory exposure.

NuWare partnered with the bank to execute a comprehensive banking modernization program that blended cloud enablement, automation, and AI-driven decision support.

Customer Experience & CRM Modernization
We consolidated customer data across branch, call center, and digital channels into a unified CRM platform. Using AI-powered analytics, we enabled the bank to deliver personalized product recommendations and faster issue resolution, supported by secure data handling and full audit trails.

End-to-End Digital Lending
NuWare automated the loan origination process, integrating KYC, credit scoring, and digital document management into a single workflow. Rule-based underwriting engines, enhanced by machine learning risk models, were deployed to accelerate approvals and reduce manual errors.

RPA-Enabled Operations & Treasury Automation
Reconciliation, settlements, and reporting processes were automated using RPA, improving accuracy and freeing staff to focus on exception handling. Treasury management platforms were integrated into the bank’s cloud ecosystem, providing real-time cash and liquidity visibility.

Risk & Compliance Strengthening
NuWare implemented AI-driven KYC/AML monitoring, continuous transaction surveillance, and audit-ready reporting dashboards. Explainable AI techniques were used to ensure that every flagged risk was transparent and defensible for regulators.

The bank realized a step-change in performance across its operations:

• • Faster Customer Onboarding: Account opening times were reduced from days to minutes, driving higher conversion rates and customer satisfaction.
• • Accelerated Loan Processing: Automated credit decisioning cut approval cycles by over 50%, allowing the bank to process more loans without increasing staff.
• • Improved Operational Efficiency: RPA reduced reconciliation time by 70% and lowered error rates in treasury operations.
• • Regulatory Confidence: Continuous monitoring and explainable models led to faster audit clearance and reduced compliance costs.
• • Better Customer Engagement: Unified CRM data improved cross-sell effectiveness and enabled more proactive, personalized service.

The client reported significant improvements in customer satisfaction scores and employee productivity, particularly in lending and treasury teams. By automating manual processes and giving decision-makers real-time data, they were able to shift focus from firefighting to strategy.

Following the success of this initiative, NuWare continues to support the bank in scaling AI adoption for fraud detection, predictive risk scoring, and omnichannel experience personalization.

Key Highlights

• • Industry: Banking & Financial Services
• • Services Delivered: CRM Modernization, Digital Lending, Treasury Automation, AI & RPA for Compliance
• • Business Outcomes: Faster onboarding, reduced manual processing, improved compliance, enhanced customer engagement
• • Technologies: Cloud-Enabled CRM, RPA Bots, ML-Based Credit Scoring, AI-Driven KYC/AML Surveillance