Our client, a Tier 1 global bank, aimed to replace a slow, manual account-closure process with an automated self‑service journey accessible via online and mobile channels. The objective was to reduce closure times from several days to one, improve customer experience and boost operational efficiency. The solution needed to let customers quickly check eligibility, initiate closure within seconds and resolve any account issues through guided self‑service steps. Leveraging Icon’s strong architecture expertise, the bank sought a streamlined digital journey that would eliminate branch visits, reduce call‑centre demand and deliver a faster, more convenient closure process for millions of customers.

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