Customer retention process
Client
A large financial institution operating in the banking sector expecting an improvement in customer churn ratio
Expectations
The Client sought support in the area of customer retention automation. It is widely known that acquiring new customers is, on average, five times more expensive than retaining existing ones. Therefore, the main challenge was to improve retention metrics while keeping operational costs under control.
Project
One of the key project challenges was the personalization of offers presented to customers. As a result, the project focused on analyzing the data already available to the Bank and identifying how this data could be accessed by the Customer Service Consultant during a phone conversation with a client. Consequently, determining the full scope of available data enabled the diversification and personalization of offers presented to customers. Finture’s involvement helped strike a balance between the need for comprehensive data and the time required to handle each case. Additionally, the solution was subject to continuous monitoring and improvement based on data from the production environment. As a result, cooperation with product departments and a well-designed UX allowed consultants to efficiently present promotional products to clients.
Results
Wdrożenie pozwoliło klientom i zmniejszyć współczynnik churn (odejścia klienta). Podsumowując wykorzystanie danych operacyjnych, jak i danych z rozmowy telefonicznej pozwoliło określić priorytety klienta, a w konsekwencji zaproponować rozwiązanie odpowiadające potrzebom.
Info
Sector
Banking
Service
Automation
of business processes
Technologies
Java, JavaScript, BPM
Key figures
30%
faster customer service time
7
departments involved in the process
+40
integration services
+5
integrated systems
Explore ready-made solution
IT consulting
Our company, Finture, offers personalized IT consulting in the areas of solution architecture, audits, and analytical-advisory services. Moreover, we specialize in process inventory using Event Storming and DORA consulting. In addition, our experienced team takes care of every detail, delivering top-quality solutions tailored to the unique needs of our clients.
The optimal tool
for process automation
Seamlessly combines work management, business process management, and business process automation functions. Revolutionize how you work, increase productivity, and streamline processes in your organization.