Digital disruption is rapidly raising corporate banking customer expectations, and digital-first customer service capabilities are being pursued to increase self-service experiences.

A leading South African corporate bank embarked on a journey to deliver a self-service solution through the implementation of a centralised customer engagement platform and VA. The Bank’s annual service feedback and reporting indicated service agents were inundated with high volumes of simple service requests via existing channels. The concept of self-service was tested to harness the power of a VA in automating responses to simple and repetitive customer queries, in order to allow agents to focus on solving more complex queries. 

Once the PoC was successful, the Bank partnered with BSG to support with gaining an understanding of customer preferences and address technical readiness. This enabled BSG to outline a plan to implement the solution across selected markets in Africa and deliver business and customer value.

Through BSG’s involvement, the Bank will be able to deliver a differentiated experience that supports their digital-first service strategy across the Africa Region. BSG assisted with laying a foundation for customer experience-based analysis and design, and a standardised roll-out approach for the Bank’s adoption. 

The BSG team was able to contribute our proven track record of getting the job done with the Bank.  Our specific focus was on ensuring quality delivery, being insight-led to play a leading role in the much-needed transformation of the Bank’s service organisation.