Enabling a seamless digital-first customer service experience for corporate banking customers

BSG partnered with a leading South African corporate bank to define requirements for implementation of a Virtual Assistant (VA) self-service solution

overview of the clients needs
  • Identify, then evaluate UX and technology gaps based on a prototype VA solution delivered during a Proof of Concept (PoC) project
  • Test UX look and feel, as well as business need across six countries in the Africa Region
  • Design a to-be technical solution blueprint to guide future implementation of the interactive VA platform solution
  • Define a clear roadmap, including budget estimations for implementation
  • Assess features identified during PoC for business fit, in-country user experience preferences and technology needs
  • Assess the business and technology landscapes across six Africa Region countries to understand the desire for a VA solution and technology readiness
  • Identify short comings of the technology landscape across selected geographies
  • Conduct usability testing to understand and validate insights for the prioritised features 
  • Design a technology solution blueprint to drive business value through cost-reduction and enhance customer value 
  • Define an implementation roadmap that considers resourcing, effort and costs to achieve a working VA solution 
  • Enabled future digital advancements for the Bank
  • Enabled a cloud-based solution with increased flexibility, efficiency and the opportunity to deploy on any channel 
  • Automated simple customer queries, resulting in customers spending less time waiting for responses to common queries
  • Reduced load on the frontline as fewer cases are logged for service agents to resolve 
  • Service agents can devote more time to complex queries
  • Ability to unlock insights from the data to create the right customer service experience, measured through the annual customer survey
Digital First Customer Experience Abridged

Insight-led solution design and implementation plan to improve customer experience for corporate banking customers

Do you want to implement a virtual assistant solution to improve your customer experience?

Let our experienced customer and strategy experts deep dive your business needs to help you articulate your need. By understanding the intricacies of your business and technology landscape, our customer experience specialists can help you define your need and source a solution that fits. Working with our solutions architects, we can work with you to craft an implementation roadmap and manage the process from concept to benefits-realisation.

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