The Challenge

Being a large Banking group operating in diverse markets had its initial disadvantages. Teams in different markets naturally resorted to using a variety of solutions which had its implications, ranging from Multiplicity of customer touch points across dis-joined digital channels to an inability to monitor and respond to customer feedback in real-time from a Central Management Platform. Without a unified company-wide view of their customers experience, Ecobank couldn't effectively monitor their customer metrics and ROI of their customer experience improvements.

The Solution

We got to work implementing our CIS 3.0 integration with Siebel CMR via API, allowing it's autonomous A.I to gather and subsequently monitor NPS and CSAT analytics across Ecobanks Omni channel customer journey touch points, from internet banking platforms to mobile apps and corporate websites via automated post engagement emails exit surveys. It's neural networks and intelligent metrics algorithm identified anomalies in already existing customer data, allowing Ecobank to effectively pinpoint adverse changes in customer sentiments. This information is made available company-wide to channels stakeholders on an online real-time dashboard. Better equipping management to alleviate negative sentiment in customer experience. We also made available a First Responders Team to reply to customer feedbacks in real-time. All customer engagements are now measured against set SLA benchmarks and reviewed by a Quality Assurance team.

The Results