Executive Summary
A Fortune 500 global bank was struggling with lengthy Customer Due Diligence (CDD) processing times that exceeded 100 hours per customer account. By engaging Teramind’s Professional Services team, the bank deployed a custom field-parsing solution that analyzed workflows across three internal applications — capturing field-level data that had never been visible before. The result was an 82% increase in efficiency, reducing processing times to under 20 hours per account and transforming a 12-step process into a single streamlined step.
Customer Profile
- Industry: Financial Services / Banking (Fortune 500)
- Engagement: Teramind Professional Services
- Primary Objective: Optimize CDD workflows and eliminate process inefficiencies across custom applications
The Challenge: Opaque Custom Application Workflows
The bank’s CDD analysts relied on three custom-built internal applications to process customer accounts — a workflow that consumed over 100 hours per account. Leadership knew the process was inefficient, but lacked visibility into where time was actually being spent.
Because the applications were proprietary, off-the-shelf analytics tools couldn’t provide the granular insight needed. The bank had no way to see how long analysts spent in individual fields, which steps were redundant, or where bottlenecks were forming across the multi-application workflow. Without that data, process improvement efforts were based on assumptions rather than evidence.
The Solution: Custom Field-Level Parsing
The bank engaged Teramind’s Professional Services team to build a custom field-parsing tool tailored to their specific environment. Teramind’s enterprise engineers worked directly with the bank’s team to scope the use case and develop a solution that could capture granular interaction data across all three custom applications.
The data captured included:
- Which buttons were clicked
- Time spent in each field
- Time spent when specific pop-ups appeared
- Customer account details
- Risk levels for each event
- Date and time stamps
- Action escalations
This field-level visibility gave the bank, for the first time, a complete picture of how CDD analysts moved through their workflows — step by step, field by field.
The Results: 82% Increase in Efficiency
With concrete data in hand, the bank was able to identify and eliminate redundant work that had been embedded in the process for years.
- Processing time reduced from 100+ hours to under 20 hours per customer account — a reduction of 80+ hours per account
- 12-step core process transformed into a single step, with 11 redundant tasks eliminated entirely
- 82% increase in overall efficiency in the CDD department
- Benchmark SOPs established using captured data to inform standardized procedures and eliminate variation across analysts
- Custom reporting prioritized the most critical insights, enabling leadership to make data-backed decisions based on field-level activity
Beyond Monitoring: A Professional Services Partnership
Teramind Professional Services is a dedicated resource for Enterprise clients. Rather than a one-size-fits-all deployment, the enterprise engineering team works directly with each organization to scope unique use cases and build custom solutions — from field-level parsing to tailored reporting and workflow analysis.
For this bank, the engagement went beyond traditional employee monitoring. It turned Teramind into a process intelligence platform that surfaced inefficiencies invisible to every other tool in their stack.
The Verdict
This engagement demonstrates what’s possible when organizations move beyond standard monitoring into custom-built analytics. By leveraging Teramind Professional Services, the bank didn’t just improve a process — they fundamentally redesigned it, saving thousands of analyst hours annually and aligning operations with broader business goals.
