The client is a fully online and in-app digital bank which doesn’t have a branch network, with a relentless focus to make banking better for the everyday consumer and small businesses.
The Challenge
The client was struggling to provide a streamlined customer service to its retail and SME (small and medium enterprise) customers. Its customer service representatives had limited access to customer details while the customer was on call, leading to multiple internal transfers, and long wait and call handling times. This impacted the client’s customer satisfaction scores, undercutting its vision to provide seamless digital banking as Malaysia’s first digital bank.
As part of its corporate strategy, the bank also wanted to roll out new features and products, such as personalized financial advice, targeted product recommendations, and tailored campaigns. However, the client was hampered by a lack of 360-degree views of its customers and limited insights into customer preferences, which was further exacerbated by manual product rollouts that delayed go-live and carried a high margin of error.
The client turned to Persistent to reimagine its customer service with Microsoft Dynamics 365, an integrated enterprise resource planning and customer relationship management suite of applications. Persistent helped integrate it with the client’s core banking system and other third-party applications.
The Solution
Persistent implemented a comprehensive solution with several key integrations. We built the Canvas app, embedded with Dynamics CRM, and integrated it with other internal systems to allow customer service representatives real-time access to comprehensive customer details while on calls. This reduced internal transfers and wait times, vastly improving call handling efficiency.
We managed NICE with Dynamics Omnichannel for inbound and outbound telephone calls and emails to ensure customer representatives have customer history and past interactions in a single pane for faster resolutions. The solution significantly enhances the overall customer care framework with computer telephony integration for end-to-end customer support, leading to higher satisfaction rates and better service outcomes.
Leveraging the Persistent Service 360 solution, we enabled the bank to transform its customer experience and support with a 360-degree view of customers. This allowed for more personalized financial advice, targeted product recommendations, and tailored campaigns based on customer preferences.
Utilizing Azure DevOps to set up the pipeline for smooth deployment in various environments, we ensured the efficient rollout of new features and products. The solution’s dynamic and configurable nature allows for flexible adaptations, reducing the margin of error and speeding up the go-live process.
The Outcome
With Persistent’s customer service solution, the client:
- Enhanced call handling efficiency by 30-40% .
- Empowered more than 1,000 customer support representatives.
- Successfully automated application deployment with CI / CD pipeline.
