Customer Success Story- COE – tribolatech.com

A National Bank’s Full Business Process Outsourcing Journey with TribolaTech

Client Background

As a fast-growing digital bank, our client historically managed all critical business functions—including IT, operations, HR, and customer service—in-house. While this approach provided a level of control, it became increasingly challenging as the bank expanded. High costs, operational inefficiencies, and difficulty in scaling resources emerged as key pain points. In 2018, the bank sought a strategic solution to streamline operations, reduce overhead, and leverage external expertise across various business functions.

Partnership with TribolaTech

The bank partnered with TribolaTech’s Center of Excellence (CoE) to outsource not only its IT but also essential business processes, including operations, human resources, customer service, and project management. The primary goals were to achieve scalability, reduce costs, and improve operational efficiency without sacrificing quality.

TribolaTech’s CoE

We provided a comprehensive range of resources and services, seamlessly integrating into the bank’s operations. Our offerings included:

IT Infrastructure Management: A dedicated team of network engineers, cloud engineers, and system engineers managed all aspects of the bank’s IT infrastructure, from network management to cloud optimization.
Human Resources Management: Experienced HR professionals oversaw recruitment, employee relations, onboarding, and payroll, ensuring efficient, compliant, and aligned HR processes.
Customer Service Operations: A dedicated customer service team managed front-line inquiries, reducing response times and enhancing the overall customer experience.
Project Management & Business Operations: Skilled project managers and operations managers ensured timely delivery of critical business projects while optimizing workflows for operational excellence.
Compliance and Risk Management: Professionals managed regulatory compliance, audit processes, and risk mitigation strategies, crucial for navigating the stringent regulatory landscape of the banking sector.

Key Benefits

Collaboration yielded transformative results:

Comprehensive Cost Savings: By outsourcing key functions, the bank realized over $5 million in annual savings. The cost of maintaining in-house teams was significantly higher than leveraging TribolaTech’s expert resources.
Improved Scalability: As the bank expanded, TribolaTech provided scalable solutions, enabling rapid deployment of additional resources—whether for customer service or IT infrastructure—without operational bottlenecks.
Enhanced Customer Experience: With TribolaTech managing customer service operations, customer satisfaction scores improved by 40%. Response times were halved, and issue resolution rates increased, resulting in a superior banking experience.
Faster Project Delivery: Project management resources from TribolaTech enabled faster completion of key initiatives, improving time-to-delivery for critical projects by 30%.
Operational Efficiency and Process Optimization: Through process re-engineering and automation, TribolaTech streamlined operations, reducing manual processes by 60% and operational bottlenecks by 50%.
Human Resources Excellence: The outsourcing of HR functions led to better talent acquisition and retention. Efficient recruitment processes cut hiring times by 35% and reduced attrition by 20%, while ensuring compliance with all regulatory requirements.
IT Performance and Uptime: Network uptime increased to 99.9%, with incident recovery times improving by 70%, thanks to proactive infrastructure management and 24/7 support.
Regulatory Compliance: TribolaTech’s compliance and risk management experts helped the bank meet and exceed regulatory requirements, reducing risk and facilitating smooth audits.

Conclusion

The bank’s strategic decision to outsource multiple business functions to TribolaTech’s Center of Excellence resulted in remarkable benefits. This partnership not only delivered substantial cost savings but also provided scalable solutions, improved customer experiences, enhanced project delivery, and ensured regulatory compliance.

With TribolaTech managing IT, HR, operations, and customer service, the bank has been able to focus on core business objectives, drive innovation, and enhance its position as a leading digital bank. Through this holistic outsourcing model, TribolaTech has become an invaluable partner, ensuring operational excellence, resource flexibility, and sustained business growth.

A National Bank’s Full Business Process Outsourcing Journey with TribolaTech

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