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Financial Services

Globally, financial service providers and banks in particular are continually being lambasted by their customers for excessive fees and poor customer service. In their bid to become more efficient major investments are being made in self service but take up is highly variable. Moreover, the larger banks are being challenged by smaller, nimbler and sometimes regional niche players who are often seen as providing better levels of service and, with a lower cost base arising from their focus, more competitive products. that said, customer attrition is often not highly visible as accounts tend to go dormant rather than explicitly closed.
Increasing share of wallet and cross product holdings is a key objective and major focus has been on sales training and 'customer service training' for front line staff however many challenges continue to exist in bridging the gaps between channel, product and functional silos.
These case studies describe the inroads a number of banks and insurers have made but applying the ideas and solutions that LimeBridge can provide.

Case Study: Reducing the Cost of Internet Banking Support

The Challenge

The cost of the support functions for the Internet Banking function of a major bank were undermining the profitability of the channel. Over 200 people were involved in administrative and support roles.

Customer satisfaction with these levels of support was far lower than the overall ratings of the channel itself, and the processes to enable access to the channel were an inhibitor to take up and use.

Case Study: Reduce Need for Customer Contact - Banking

The Challenge

The Bank's stated strategy is to be the service leader in Financial Services. The Consumer Finance business unit of the Bank had experienced dramatic growth in recent times. Call volumes and service costs were continuing to rise whilst stakeholders were putting pressure on the contact centre's management team to contain the rising costs. However they could not do it on their own. The team recognised that there was limited collaboration between the contact centre that handled the bulk of customer contacts and the other areas of the business that drove the need for these contacts.

Case Study: Improve Self Service Effectiveness - Banking

The Challenge

An Australian bank wanted to migrate customers to use self service information systems using internet technologies. However they needed to overcome customer resistance to the take up of self service technologies.

Case Study: Improve Team Leader Performance - Banking

The Challenge

The banking arm of one of Australia's major bank assurance businesses needed assistance to improve its call centre performance . Some of the key services were outsourced to a contact centre provider adding complexity to the situation. They needed to:

improve service levels
improve customer service and satisfaction, and
improve lead utilisation and sales conversion rates.

Customer Experience Management Solutions and Consultants

The Challenge

The Challenge

The Challenge

The Challenge