Midland Bank PLC Automates Service Operations with Cutting-Edge PrismSTS

Midland Bank PLC, in collaboration with Divine IT Limited, proudly announces the successful Go Live of their project to automate the bank's entire Customer Service and Complaint Management operations. This milestone marks a significant advancement in enhancing efficiency and elevating customer satisfaction for Midland Bank Ltd.

Launched on November 12th, 2023, the project leverages PrismSTS, a robust, web-based solution designed to streamline customer service workflows by recording customer issues, assigning them to the appropriate team members with a well-defined escalation matrix, and notifying customers of resolved tickets via email.

PrismSTS automates workflows by:

• Recording customer issues as tickets
• Integration with Core Banking Solutions
• Assigning them to appropriate teams
• Managing escalation procedures
• Complaint nature wise auto defined TAT and notification before TAT exceeds
• Notifying customers of resolutions via email
• Automated reporting for Bangladesh Bank



The successful implementation of PrismSTS is set to bring about a transformative optimization in Midland Bank's customer service division, reinforcing its mission to provide unparalleled service to both customers and non-customers. By automating and enhancing the complaint management process, Midland Bank aims to resolve issues more swiftly and accurately, thereby significantly boosting overall customer satisfaction.

As the project moves forward, Midland Bank PLC and Divine IT Limited are committed to continually improving the system, ensuring it evolves with the changing needs of their customers. This initiative highlights Midland Bank's dedication to leveraging technology to offer superior banking experiences.