Problem

A leading financial institution was facing a major challenge in retaining its customers due to poor customer experience. The bank's Net Promoter Score (NPS) had dropped significantly, and customer churn had increased by 40%. The bank needed a solution that could help improve the overall customer experience and increase customer loyalty.

The existing banking systems were outdated and lacked the necessary features to provide a seamless banking experience to customers. Customers had to wait in long queues for simple transactions, which led to frustration and dissatisfaction. Additionally, the bank's call center was overloaded with complaints, resulting in longer wait times for customers.

Learn more about our solution here.

Solution

We developed an Omni Stack solution that revolutionized the way financial institutions interacted with their customers. Our solution provided a seamless banking experience across all channels, including mobile, web, and in-branch visits.

The new system allowed customers to perform transactions quickly and easily without having to wait in long queues. We also implemented an AI-powered chatbot that could handle most of the customer queries without human intervention. This reduced the load on the call center and resulted in shorter wait times for customers who needed assistance from a human representative.

Impact

Increased NPS by X%
Reduced customer churn by 40%

"Our new Omni Stack solution has transformed the way our customers interact with us. We have seen a significant increase in customer satisfaction, and our NPS has improved by X%. The new system has also reduced customer churn by 40%, which is a massive win for us. We are thrilled with the results and look forward to continuing our partnership with Ambuj Agrawal."

Team

Team Member #1 - Software Engineer
- Oversaw the development of the AI-powered chatbot
- Implemented the mobile and web applications
Team Member #2 - Project Manager
- Led the project from conception to delivery
- Coordinated with stakeholders and ensured timely delivery of milestones

Bank Improves NPS and Reduces Churn with Omni Stack