The Client: Our client is an award-winning regional banking leader present in eight countries. While offering all possible banking services from wealth management to private, corporate and treasury, the Bank is also known for its focus on diversity and empowerment of the disenfranchised making it a mission driven bank often mentioned in conversations around ethical banking.

The Challenge: The bank has a devoted team of over 100 customer care personnel, but they previously operated in analogue. A classic call center setup coupled with a traditional branch construct was the chief customer touch point. The bank felt that its customer service was being hindered by both small and big things. Wait times were still higher than the “instant gratification” digital first customers now expect. Scripted responses, lack of personalization etc. created a lack of connection and empathy. Lack of a consistent experience led to some customers channel hopping to find a solution that met their needs.

The Solution: BlueWorld worked with the Bank using Customer-Service-Elevation™ as the Service Transformation framework. Problems were identified and defined. The bank’s technical and cultural skills were analyzed. A spectrum of opportunities were mapped to solution sets. BlueWorld and the Bank agreed to turn customer engagement on its head by going fully digital at the most critical customer touchpoints of customer care. The Bank’s senior leadership committed to moving beyond the retail mindset and promoting a new kind of “Anytime Anywhere Banking”.

Transformation: The Bank’s new “Anytime Anywhere Banking” approach is anchored by a flagship initiative of secure, personalized, face-to-face banking via video, while Visual IVR transformed customer engagement with a delightful self-service experience. All powered by BlueWorld’s Digital Connect Platform, the rapid digital enablement ensured the fast implementation and success of the Service Transformation effort. The Bank immediately noted a two-sided effect. Operational efficiencies went up internally while customer engagement went up externally. There was a massive 30% reduction on cost to serve. Digital orders increased by 15%. Visual IVR usage went up 45% contributing to a 20% of utilization in other channels. Remote engagement led by a move to live video increased a full 100%. The success of this project not only convinced the Bank’s board to increase the budget to digital initiatives, but a domino effect also saw other departments in the Bank moving over to the Digital Connect Platform for secure empathic and interactive collaboration.

Why BlueWorld: BlueWorld’s ability to get involved with the client at the problem identification stage, work through the design thinking for service design phase, architecting solutions and committing resources on premise to add agility to implementation and issue resolution was identified by the bank as the reason for committing to BlueWorld. This is also the reason the Bank continues with BlueWorld as the scope increased to other departments and work flows.