Case 2 : "ATM Services Failure in a Commercial Bank"

A renowed commercial bank in Bangladesh, with over 50 years of operation, has earned reputation as a trusted services provider in corporate and retail banking. Recently, it has been facing serious customer complaints regarding ATM services for the last three months.

customers are reporting :

• Frequent ATM downtime: Many ATMS remain out of services especially on weekends.
• Cash shortage: Several machines run out of cash during peak salary days.
• Delayed dispute resolution, internal communication gap among branch staff, it division and call centers.

The issue has gone viral on social media, harming the bank's reputation. Senior Management has instructed the operation's Head to investigate and prepare an urgent communication based action plan.

Questions :

(a) Identify the major internal and external communication gaps among branch, it division, cash management staffs and call centers teams. What types of communication improvement are needed?
(b) Propose a customer communication strategy to reduce frustration (SMS alerts, ATM statas up date, quick dispute handling etc.)
(c) Suggest long term solutions (Technology upgrade, monitoring system etc.)