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
Products and Services
AppBase for Customer Service
AppBase Connector for Genesys Engage
Multinational Corporation (10,000+ employees)