Enhancing Customer Engagement and Operational Efficiency for a national bank

Client Overview: A leading financial institution known for its innovative banking solutions and customer-centric approach. [Client] sought to enhance its customer engagement and operational efficiency by integrating advanced communication and customer relationship management (CRM) solutions.

Project Objectives: The primary objectives of the project were to:

1. Develop a single platform for multi-channel and multi-process engagement.
2. Integrate new and existing [Client] systems to streamline operations.
3. Enhance agent satisfaction and reduce handling time through custom widgets and automation.

Solution Implemented: Our team collaborated closely with [Client] to design and implement a comprehensive solution that included the following key components:

1. Custom Search Widget:
   • Developed to integrate with existing [Client] systems, allowing agents to find and view all relevant customer data within a single window.
   • The search widget pops automatically when new calls arrive, displaying multiple search tabs and views per tab to improve loading times and data accessibility.
2. Agent Desktop Replacement:
   • Complete replacement of the agent desktop to integrate new and existing [Client] systems.
   • Over 500 agents were live on the new platform, with plans to expand to over 2000 agents by the end of 2022.
3. Integration with CRM and Other Systems:
   • Seamless integration with [Client]’s CRM (Aurora) and other internal and third-party systems.
   • Custom widgets were developed to enhance agent interface and call handling, dynamically loading relevant information based on the call context.
4. Automation and Custom Processes:
   • Implemented automation for MiFID compliant record handling, email parking, and external correspondence.
   • Developed custom processes such as complaint handling and intent recognition to improve compliance and reduce agent input errors.
5. Disaster Recovery and Compliance:
   • Planned and executed disaster recovery solutions to ensure business continuity.
   • Ensured compliance with regulatory requirements through secure connections and data handling processes.

Results Achieved: The implementation of the new platform and custom solutions resulted in significant improvements for [Client], including:

• Increased Agent Satisfaction: The integration and customizations helped drive down agent handling time while increasing agent satisfaction and engagement.
• Enhanced Customer Experience: The custom search widget and dynamic interface allowed agents to provide timely and accurate updates to customers, improving first call resolution rates.
• Operational Efficiency: Automation and custom processes reduced transfer rates and improved compliance, leading to more efficient operations.
• Scalability: The platform was designed to scale, supporting over 2000 agents and multiple departments, ensuring [Client]’s ability to handle increased customer interactions.

Conclusion: The collaboration with [Client] demonstrated our ability to deliver innovative and scalable solutions that enhance customer engagement and operational efficiency. The successful implementation of the project has positioned [Client] to continue providing exceptional service to its customers while maintaining compliance and operational excellence.