As I read the case study, there are three broader issues that needs to be addressed. 1. No systematic & centralized tracking of customer issues and systematic escalation of the same through the escalation channels within the bank. All customer issues should be attached to their account details and should be visible from any branch and all the history of the issue should be accessible to customer facing roles within the bank 2. Apparently the bank's policy document is not laid out clearly and in detail (And available with all bank employees concerned) causing various customer interfacing bankers to provide their own interpretation of bank's policy. Automation & Centralized storing of customer data would help addressing a lot of these issues. 3. The fact that the commitments made/SLA promised to the client by the bank is missed time and again calls for a functional role to track the customer commitments/SLA's as the bank's reputation is at stake there
