BANKING FINANCIAL SERVICES & INSURANCE
Delivering exactly the right customer
experience for Financial Service Client
experience for Financial Service Client
Delivering exactly the right customer
experience for Financial Service Client
experience for Financial Service Client
The Challenge
A large financial services provider was struggling to retain its market dominance failed to deliver an omnichannel experience offline versus online, which sabotaged their customer service. As a result, their customer satisfaction scores started to plummet.
Our Solutions
- To keep our consulting promise, we built deep customer relationships using PEGA-based CRM, thus creating an omnichannel experience.
- Using Pega's Next Best Action (NBA), we built a customer engagement engine that intelligently suggests and personalizes the next best conversation to have with each customer.
The outcomes
Our Pega-based CRM solution helped the client to deepen customer relationships and have consistent customer experience across all the channels. With Pega's Next Best Action, the client was able to tailor solutions for each individual's needs and increase the customer value.
- Omnichannel experience increased customer satisfaction by 95%.
- Reduction in retention discounts went from 20%to 35%.
- Churn Reduced loss of clients 10% to 50%.
More related case studies
Stay Agile
The transformation that matters
The transformation that matters
Want to join our team?
Send your resume to Careers @ Instellars
Send your resume to Careers @ Instellars