Trust Bank Singapore

Delivering speed and consistency

Initially deployed to support foundational workflows, Alfresco now plays a central role in orchestrating operations across Trust Bank. Integrated with core banking systems, it acts as the engine behind several internal processes and some key customer journeys, helping the bank deliver speed, consistency and control at scale.

“Our teams work closely to identify pain points in, existing processes — especially those that rely heavily on manual steps — and reimagine them using digital workflows,” Doval said. “Alfresco enables us to turn these ideas into fast, scalable and compliant solutions.”

Transforming customer experiences

Use case: Late payment fee waiver self-service

Late payment fee waiver requests were once a multiday process at Trust. Customers had to call the contact center, agents would manually log the request, and operations teams reviewed each case before applying a waiver. This process often took three to five days and generated high inbound call volumes.

By working with customer service and operations teams, Trust redesigned this experience into a self-service journey powered by Alfresco. The previous workflow was extended to incorporate automated decision logic — replicating the checks once done by staff. Customers now receive real-time decisions, and approved waivers are credited within 2-3 minutes.

This transformation not only enhanced client experience but also led to a 70% drop in call center volumes for this category, freeing up agents to focus on more complex requests.

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Reimagining workflows

Use case: Payment recall requests from clients

Clients sometimes request to recall payments made to other banks. Previously, this process required coordination between Customer Service, Payment Operations and Fraud Operations, especially if fraud was suspected. This manual process was time-consuming and error-prone, often taking up to an hour per request due to multiple handoffs and the need to extract information from various systems. With increasing customer volumes, the number of recall requests has also grown, putting a strain on the current process.

To address this, Trust reimagined the workflow using Alfresco. Now, customer service teams can initiate a recall request by selecting related transactions from the Customer Service Portal. This information is automatically ingested, creating a case in Alfresco. The platform orchestrates actions across teams, including Payment Operations and Fraud Operations, as needed. A templated recall email is then auto-generated and sent to the other banks within 2-3 minutes of the client’s request.

This solution has transformed the process from a manual, multi-handoff workflow to an integrated, always-on capability. It ensures compliance with regulatory timelines and demonstrates how creative system design and smart orchestration can drive real-world impact.

Looking ahead

Building on the success of these initiatives, Trust Bank is expanding its use of Alfresco to support broader and more complex business processes.

Newer workflows are being designed with multiple data inputs, parallel processing paths and tighter integration between previously siloed functions, enabling end-to-end automation at scale. The goal is to streamline repetitive tasks and empower staff to focus on higher-value work, while delivering faster, more intuitive experiences for customers.

Trust remains committed to leveraging technology not just to simplify operations, but to reimagine what banking can feel like in the digital age.

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