Customer Service Development Portal for a Bank (Case Study)
It is well-known good customer service is the key to the success of banking and financial services companies (or for that matter, organizations in any sector). In recent years, many customers are preferring to find information themselves, and they are expecting companies to facilitate seamless access to the information sought by them. According to Gartner, self-service has become the order of the day, as customers across the world prefer hassle-free experiences at scale. One of the key elements of enabling efficacious customer service is the creation of a good portal that allows its visitors to find all the information they need. Today, we will see how we helped a leading bank to develop a customer self-service portal and provide delightful experiences to its clients.
About the Client The client is a well-known bank, headquartered in Manhattan, New York. They have a wide network of branches spread across North America and Europe, with assets of more than 450 billion USD.
Project Overview The customer approached us to develop a portal to enable seamless self-service. They wanted the portal to be able to provide information in 12 languages, including English. The financial institution also wanted to enhance their operational efficiency and reduce non-value-adding costs.
Challenges Faced by the Client • • • • • •
The client did not have a customer self-service portal They incurred high costs to acquire and retain customers The bank was unable to update its asset registers The customer faced issues in managing end-of-lease options effectively They did not have a robust mechanism to track customer complaints They were not able to deliver high-quality multi-lingual customer support
How Solunus Helped Resolve the Challenges