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StanbicIBTC Pension

StanbicIBTC Pension is the leading and largest private pension company in Nigeria. In order to service their large customer base efficiently and provide a better customer experience they engaged with Avante Consulting. Avante partnered with eGain to deliver a strong multichannel and knowledge management solution. This included the use of online chat to help increase web customer engagement and reduce customer effort. Coupled with email management to provide automation and increase efficiency. These channels are supported by a Knowledge Base which ensures the consistency and quality of information provided to customers.The results have shown much lower agent effort and customer effort required in carrying out a transaction.

Diamond Bank

Diamond bank is one of the leading banks in Nigeria.  They were looking to revamp the entire digital landscape from web to mobile. eGain gives them a 360degree view of customer interactions and provided a platform that enables the expansion of the digital strategy. 

This makes it easier for Diamond bank to innovate and deliver value without incurring the large costs usually associated with such projects. The Avante methodology ensured the project was delivered in only a couple of months on time and within budget.

United Capital Plc

United Capital Plc. is a leading African financial and investment services Group providing bespoke value-added services to its clients. United Capital play a strategic role in helping African governments and citizens (both individual and corporate) achieve their strategic objectives through their robust suite of financial and investment service offerings.
Avante Consulting were engaged to carry out Vulnerability Assessment and Penetration testing on UBA Capital Plc’s Infoware and applications including its organization infrastructure so as to strengthen their organizations network and protect the sensitive information for their business ventures and their employees. The purpose of this engagement was to identify and prioritize the security vulnerabilities on the identified systems. Once weaknesses in their system were identified, the proposed fixes to address critical security risks and recommended timelines were documented.  Implementation of the recommendations resulted in very secure online trading platforms.  

Access Bank Plc

Access Bank is one of Nigeria’s leading banks with a very strong customer focus on customer service. They were looking for a true multichannel solution to support in executing their Digital strategy.

2 years after implementation, analysis has shown that Chat and Mail interactions have increased by 400% and they have not increased staffing. This has led to huge cost savings through increased efficiency. They now use eGain to support both web and mobile including SMS. There has been a huge focus on building a knowledge management culture to support agents and customers this has been the main efficiency and quality drivers.

Avante Consulting Solutions in partnership with eGain has driven and managed the digital strategy and transformation. We have seen a rise in first contact resolution, huge increase in customer adoption of digital communication as the preferred means of contact and better customer satisfaction numbers.