Also in the banking sector, Covid emergency pushed players to accelerate their digitalization to manage customer relations. Driven by the need to overcome the critical issues of the pandemic (e.g. social distancing, restrictions of movement), the company wanted to strengthen the transformation of its Customer Engagement, to offer more direct services to customers in innovative ways.

The Live Chat Landing solution enables both the bank itself and its customers to use video chat tools for business relations and other purposes in full online mode. The project is an integral part of the programme launched by the Bank to fully digitalise its Customer Engagement functions, with the following objectives: Sharing of product prospectuses and brochures, Remote customer recognition process, Sharing and providing advice on final contracts, Signature acquisition via OTP. The activity is based on the MS Teams platform, which integrates the Bank's own recognition and signature services (Adobe sign). This has boosted customer loyalty by simplifying the way in which customers interact with the bank (from home, from the office, and not necessarily in a branch) and by strengthening the advisory service through the sharing of documents and tools to assist with transactions.