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Retail Banking Case Study - Improved customer service and customer experience

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The Challenge

Our client is a large retail bank that provides a range of simple and convenient personal banking and insurance products designed to specifically meet the needs of its customers. By putting the customer first and rewarding loyalty, the bank makes life easier for customers with all products and services offered online, mobile and over the phone.

In 2012, the bank launched their mortgage offering and required a robust solution platform that could handle multiple categories of transaction across multiple customer touchpoints and communication channels.

The key challenges faced included:

  • A critical need to uphold brand reputation whilst entering the market and creating a compliant and scalable solution to meet FCA requirements and scrutineering
  • Loyalty card integration enabling card holders to be rewarded points for monthly mortgage payments
  • Migration of six million customers to new technology platforms

The Solution

Implementation of the Callcredit DecisionCX solution enabled the compliant launch of a new lending operation in 2012. This successful solution orchestrates mortgage originations, payments and document fulfilment processes at the heart of the bank’s award-winning customer offering.

Phase One saw the implementation of DecisionCX Email Management to help manage customer queries. The solution focus was on categorisation of high priority email enquiries from potential customers wanting to open new accounts or find out more about the products and services on offer. The solution enabled the efficient handling and revenue generation from these prospects.

Phase Two was aligned to the bank’s formal launch and saw the deployment of a multi-channel capability creating channel choice for the bank’s customers, including email, telephony, webchat and secure messaging.

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The customer online portal was designed to handle customer communications through multiple channels within the My Account area of the bank’s website, with each contact being added to the customer’s case history. Within the portal, webchat and secure messaging enables customers to send and receive important account information, either routing the enquiry to an appropriately-skilled agent for a timely response, or automating an appropriate response.

Full document management integration automatically issues letters and brochure ware to customers and scans inbound email based on category for complete audit trail compliance.

The solution also features synchronisation of customer data via multiple integrations to the bank’s application databases and back office systems, and surfaces the right information at the right time to help agents handle queries. The dynamic hot transfer function allows employees to handoff calls and include the full customer record to more skilled colleagues or teams.

With a dedicated complaints management workflow, record collection and case management capabilities, the bank can handle complex enquiries in the most efficient and compliant manner. Today the solution is still responsible for many aspects of work acquisition and resolution across multiple customer cases and touchpoints.

Solution Outcomes

  • Business process automation, assisted agent action, customer self-service and workflow management capability
  • Integration of multiple customer contact channels into a single solution
  • Improved customer service and customer experience
  • Contact centre efficiencies including productivity gains through work automation and process management modelling
  • Intuitive user interface and reduced employee training times
  • Automated response handling tailored to grow revenue streams by offering relevant cross-sell and upsell opportunities
  • Scalable and robust platform that meets FCA compliance requirements
  • Comprehensive Management Information (MI) and reporting

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