Posted On 27 Nov 2018
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 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.
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.