Navigation menu
CUSTOMER STORY · FINANCIAL SERVICES
Transforming customer service through
Eccentex Case Management
A large financial company sees significant efficiency gains within their contact center, reducing costs and customer complaints.
Achieved 20% reduction
in disputes tickets after the first year
A large financial company sees significant efficiency gains within their contact center, reducing costs and customer complaints
They faced a significant challenge: they were introducing a series of new products for its tech-savvy consumers. But customer support relied on monolithic legacy systems that weren’t flexible enough to handle the new offering or meet customer expectations — and that wouldn’t comply with new government regulations.
MEASURABLE RESULTS
Efficiency gains after the first year of production
The customer story reports the following operational outcomes.
$3 million savings
after the first year of production
200 agent reduction
in the contact center workforce within the first year
20% drop
in complaint tickets within the first year
6% reduction
in contact center costs after the first year of production
READ THEIR STORY
See how case management transformed customer service.
Complete the short form to request the full customer story.
Read their story
Enter your name and work email.
RESOURCES
Continue exploring service and case management.
Related Eccentex resources from the original customer-story page.
What is “AI” in Customer Service?
Learn why breaking down data siloes is critical to transforming customer experience with AI.
Product Capabilities Overview
AppBase is a comprehensive platform for case management, automation, forms and more.
Case Management
See how FairWay Resolution used AppBase to deliver digital transformation during a pandemic.
Modernize customer service with adaptive case management.
Connect service work, customer context, and measurable outcomes..