Customer Story – Financial Services

Transforming customer service through digital

A large consumer loan company sees significant efficiency gains within their contact center, reducing costs and customer complaints

They faced a significant challenge: they were introducing a series of new products for its tech-savvy consumers. But customer support relied on monolithic legacy systems that weren’t flexible enough to handle the new offering or meet customer expectations — and that wouldn’t comply with new government regulations.

With millions of active customers, agents were processing thousands of help desk tickets a day across four large contact centers. These tickets often required follow-up with different departments. Communication between departments was done mainly by unmanaged email; forcing employees to re-enter those same tickets into their departments’ disparate software. This meant work got lost, SLAs were violated and agents relied on “tribal knowledge” to resolve issues.

Read their story to learn more.

Read their story

Industry

Financial Services

Products and Services

AppBase for Customer Service
AppBase Connector for Genesys Engage

Organization Size

Multinational Corporation (10,000+ employees)

AppBase for Customer Service

Extend service beyond the contact center and scale by connecting people, functions and systems

AppBase for Low-Code Apps

Deliver enterprise-grade apps quickly and accelerate innovation, increase agility and improve productivity

Customer Stories

Finance

Customer Service

A large consumer loan company reduced their call center by 210 FTEs and saved over $3 million.

Customer Stories

Disputes

Case Management

See how FairWay Resolution used AppBase to deliver digital transformation during a pandemic.

Partner

Genesys

See how Genesys and Eccentex provide personalized solutions to complex issues, even if the journey goes beyond the contact center.