Improve back office operating model

Digital client onboarding, MIF investor profile deductions, investment proposal.


75% of manual task automated

increase value

95% productivity increase

FTE saving icon

3 FTE Equivalent savings

Business Challenge

The process was done using Salesforce. The tool was too generic and not adapted for client way of working.

  • Process high in volume, repetitive, and highly manual.
  • Not able to easily know what it’s the status a client’s query
  • The process was slow and prone low customer satisfaction

Fortia solution

With 2OS, client designed a tailor-made ticketing tool to:

  • Organize high volumes of requests in a centralized system
  • Consolidate interactions into one thread
  • Maintain customer service standards
  • Improved communication with customers
  • Easy and efficient team collaboration
  • Automated processes and workload management
  • Track valuable service metrics and KPIs