How Creditplus achieved 85%+ CSAT through service automation
公司规模
Large Corporate
地区
- Europe
国家
- Germany
产品
- Solvemate Chatbot
技术栈
- Chatbot Technology
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
用例
- 对话机器人
服务
- 软件设计与工程服务
关于客户
Creditplus is a highly specialised consumer credit bank based in Stuttgart, Germany. It belongs to the French consumer finance group CA Consumer Finance, which is part of the Crédit Agricole Group. The bank has 450,000 customers and operates through three main distribution channels: local branches, merchants, and online business. In the banking sector, data is critical, and banks always need to ensure they gather correct and complete information from their customers. However, customers often fail to provide all necessary information, leading to customer service teams having to repeatedly contact these customers about missing documents.
挑战
Creditplus, a consumer credit bank based in Stuttgart, Germany, was facing challenges in increasing efficiency in their support team. They were struggling to receive the correct data from their customers in one single step. They also aimed to develop an omnichannel strategy while offering their customers a holistic service experience. The bank wanted to provide fast and efficient 24/7 service for repetitive customer requests and improve the user experience for customers communicating changes on their accounts or credits.
解决方案
Creditplus chose Solvemate to enable their customers to provide the correct data in one simple step. Solvemate’s chatbot proved to be the perfect solution for Creditplus. The Solvemate bot provides a 24/7 service experience and can be adjusted to many different use cases. The bank decided to integrate Solvemate’s chatbot gradually. This way, the team was able to adapt and train the chatbot to their specifications. The handover forms are particularly important to Creditplus. Through the handover forms, customers can provide their data more efficiently and with only one touchpoint, saving the service team’s time. The bot was gradually promoted via more and more channels, from website to phone and email. The promotion of the bot on all channels was an important step towards an online-first-strategy.
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