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Case Study
An increasingly digital Customer Engagement
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With Live Chat Landing, we have helped a big bank to innovate the systems connecting bank and customers in full digital mode.
Where: Italy
Where: Italy
Challenge
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.
Approach
The pressure to eliminate the logistical restrictions of branches for providing advice to customers and formalising sales contracts, combined with the increasing use of remote video chat tools, has opened up important horizons for both operators and customers (corporate, business or private) regarding the use of video chat tools for the operator/customer relationship in full online mode.
Digital Ecosystem
Solution
Digital Ecosystem
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.
Results
Fraud decreased by 85%
Engagement increased by 135%
Faster time to market
Impacts
To know more
Research Project
QLMD: Quantum Computing for an efficient urban logistical ecosystem
Applying Quantum Computing to urban logistics to optimize routes, reduce costs and emissions, improve sustainability, and tackle complex problems with scalable solutions.
Research Project
Circular TwAIn - AI for Recycling, Reusing and Remanufacturing
An AI platform to increase the performance, resilience, and sustainability of direct manufacturing and process industries, promoting circular economy.
Use Case
Easy and Invisible Payment Experience
How to use “invisible payments” to make the shopping experience easier
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Research Project
QLMD: Quantum Computing for an efficient urban logistical ecosystem
Applying Quantum Computing to urban logistics to optimize routes, reduce costs and emissions, improve sustainability, and tackle complex problems with scalable solutions.
-
Research Project
Circular TwAIn - AI for Recycling, Reusing and Remanufacturing
An AI platform to increase the performance, resilience, and sustainability of direct manufacturing and process industries, promoting circular economy.
-
Use Case
Easy and Invisible Payment Experience
How to use “invisible payments” to make the shopping experience easier
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