Industry
Banking & Financial Services
Technologies
React.js, .NET Core, Azure SQL
About Our Client
The client is a mid-sized commercial bank based in the Middle East, managing over $9B in assets and serving more than 2 million customers. While they had a modern mobile banking presence, their customer service channels and document workflows were fragmented across email, manual processes, and call centers.
Challenge
To stay competitive and improve customer satisfaction, the bank aimed to build a centralized digital portal for both individual and business customers that would:
- Replace Email-Based Requests: 70% of service requests were handled manually through emails or physical forms.
- Enable Real-Time Status Tracking: Customers had no way to check the progress of submitted requests, complaints, or loan applications.
- Manage Sensitive Documents Securely: Users needed a secure space to upload, store, and retrieve financial documents.
- Support Role-Based Access: Business clients required multiple user accounts with varying permissions (e.g., finance team vs. legal team).
- Integrate with Legacy Systems: Needed to sync with existing CBS, CRM, and document management systems via secure APIs.
Solution
Celestial Infosoft delivered a robust, secure, and intuitive customer portal with enterprise-level scalability and user personalization.
Key Features Delivered:
- Personal & Business Profiles
- Dual-mode login for personal banking users and B2B clients.
- Business accounts support multiple user roles with permission-based dashboards.
- Self-Service Banking Operations
- Users can raise service requests, check loan status, report issues, and track complaints—all from one interface.
- Integrated chatbot for FAQs and instant support.
- Secure Document Hub
- Drag-and-drop uploads, document versioning, and digital signatures.
- Seamless integration with SharePoint for internal team collaboration.
- Real-Time Notifications & Tracking
- Event-based alerts for service updates, document changes, or action items.
- Live progress tracker for customer requests and transactions.
- Backend & API Integration
- GraphQL and REST APIs connected the portal to CBS, CRM, and DMS.
- Custom middleware handled data transformation and validation.
- BI Dashboard for Internal Teams
- Built-in Power BI visualizations gave customer service and branch managers real-time metrics on open tickets, SLAs, and engagement trends.
Project Highlights
- 5,000+ daily users onboarded within 3 months of launch.
- Over 40 service types made available digitally, reducing branch dependency.
- Full document lifecycle digitized with audit trail and access control.
- Real-time SLA tracking reduced customer follow-ups by 60%.
Results
- 55% Decrease in Inbound Call Volume through automated self-service features.
- 80% Faster Request Resolution for complaints, loan queries, and general banking tasks.
- 24/7 Customer Access to services and status updates.
- High Customer Satisfaction scores reported in post-launch surveys.
Technologies and Tools
- Frontend: React.js, TypeScript
- Backend: .NET Core, GraphQL
- Database: Azure SQL, Redis
- Document Management: SharePoint, Azure Blob Storage
- Authentication: Azure Active Directory, MFA
- BI & Analytics: Power BI, Azure Monitor
- Security: Role-Based Access Control, TLS Encryption, JWT Tokens
Client Feedback
“This portal transformed our customer experience. Celestial Infosoft not only met our technical requirements, they redefined what digital banking support should feel like.”
– Client Says
