Operating in India in 1853, HSBC Bank has steadily grown in reach and service offerings, keeping pace with the evolving banking and financial needs of its customers. The bank automated its Customer Request Management process with more than 3000 users (Front Office and Back Office) using the Request Management Solution with various roles assigned to them. According to the request type, the RMS auto-disseminates tasks amongst those users. The Case Management solution for RMS supports request initiation from multiple channels and departments. Everyday 8000+ cases are raised on the RMS system. The system supports more than 470 case request types and enables addition of new request type or a new subcategory of request in the RMS system which becomes an integral part of the solution.