The client is a leading UK bank founded over 170 years ago. With a base of over 15 million customers, the bank is the world’s largest mutual ?nancial institution, the UK’s second largest mortgage provider, and one of UK’s largest savings providers.
The client o?ered multiple customer service channels for superior convenience. However, the channels were not integrated with each other, resulting in widespread ine?ciencies.
The client realised the need to improve channel performance and reduce friction in order to optimise customer experience. Firstsource emerged as the partner of choice given its deep domain expertise and proven analytics solution.
Firstsource deployed First Customer Intelligence (FCI) – a proprietary solution that analyses and measures customer sentiment, emotions, and behaviours in an omni-channel environment.
An in-depth understanding of customer preferences and behaviour showed how the client could optimise the customer journey and identi?ed the following opportunities:
Firstsource is a leading provider of customised Business Process Management (BPM) services. We specialise in helping clients stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.