Customer experience · professional case study

Customer Service Process Improvement at Wema Bank

My focus at Wema Bank was reducing delays in routine customer service while maintaining the quality of the response. I used response-time tracking, reusable templates and team guidance to make common requests easier to handle consistently.

Organisation: Wema Bank PlcFocus: Service response and consistencyTools: Freshdesk · Excel

The business question

How could the team respond to common customer requests more promptly without losing the detail and care each query required? The work focused on recurring tasks, response times and the consistency of the information customers received.

My approach

I used Excel to track response times and ticket completion, with the CRM providing a record of customer interactions.

I worked with response templates for routine queries and supported colleagues in using them consistently. This connected the reporting to a practical change in day-to-day service delivery.

Service measures

  • Response timeReview how long customers wait for a reply.
  • Ticket completionTrack whether requests are resolved and where work remains open.
  • Customer feedbackCheck that a faster response still answers the customer's question.

What I learned

A useful template saves time by making the next action clearer. It still needs to leave room for the customer's circumstances, and colleagues need guidance on when to adapt the response or escalate a query.