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Stanbic IBTC Asset Management Limited (SIAML) deploys Avante Consulting’s eGain Mail solution

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As part of an internal expansion process and in a bid to provide quality customer service across their organization, Stanbic IBTC Asset Management Limited (SIAML) selected Avante Consulting’s eGain Mail solution. This decision was inspired by the success seen at their sister company Stanbic IBTC Pension Managers Ltd, who have been using eGain Mail and Chat since 2013.

Stanbic IBTC Asset Management Limited (SIAML) is the leading non-pension asset manager in Nigeria and is committed to being the best wealth solutions provider in Nigeria. SIAML seeks to achieve this by ensuring safety of funds, delivering competitive risk adjusted returns and providing consistent top quality service through innovative and customer focused people.

The Asset Management team sought a solution that would allow them to classify customer queries based on content, help manage multiple tasks for a single message, and create a single consistent response. Agents needed a complete picture of what had happened already with a customer. They required access to relevant customer data and guidance in resolving, what were often complex problems.

“Our team at Avante Consulting Solution is very pleased to partner with Stanbic IBTC Asset Management Limited (SIAML) on a transformational journey.” said Patrick Marinho CEO of Avante Consulting Solutions.” Our aim is provide a strong working relationship and reliable solution which will ultimately result in overall improvement in customer service experience for Stanbic IBTC Asset Management Limited (SIAML) customers and a reduction in email processing times for agents.” “In addition, Stanbic IBTC Asset Management Limited (SIAML) have integrated their Microsoft Navision system with eGain which means contact center agents can now view customer bio data and transactions from eGain. “ Stanbic IBTC Asset Management Limited (SIAML) will also get a 360 view of their customer’s email interactions from Navision which essentially improves productivity for their team.”

 

27 Nov 2018