Old enterprise

Slow work process
How often do you hear your employees saying: “But we always do it this way”.

Issue

A well-respected, hundred-year-old retail bank realized they were facing many threats in the digital business environment. They want to reshape their services to protect the customer base and maintain their market leader position.

Solution

At Vantage implemented NICE Satmetrix, a world-class enterprise-grade customer experience management platform, to digitally transform the bank’s customer experience management program.

We deployed online customer satisfaction surveys to monitor each transaction at every branch, contact center, and digital touchpoints while at the same time receiving indirect responses from social media.

The customer experience team stays responsive to their customers’ sentiment  via self-service online dashboard which At Vantage customized for. The client has a full visibility of how each customer segment responds to their products and services.

Result

The client has access to real-time customer sentiment and ability to follow up and manage customers who are not satisfied with their interactions with the bank in a real time manner on a cloud-based platform.

This customer experience program became a major agenda for the bank. They further utilized our platform to improve the economics of acquisitions and cross sell additional offerings to existing customers beyond their basic transactional needs.