Streamlining customer and user experiences for a leading financial institution improves overall satisfaction
Streamlining customer and user experiences for a leading financial institution improves overall satisfaction
A major UK bank partnered with Capgemini to streamline its customer journeys and optimize back-office operations, achieving significant cost savings and improved service quality within six months. The collaboration involved analyzing current processes, identifying inefficiencies, and implementing a new service experience methodology that led to an 8-10% savings in back-office operations and a 10% reduction in service handoffs. The initiative enhanced customer satisfaction by providing proactive updates and transitioning support from calls to web chat, facilitating continuous improvement and scalability in customer service operations.
