The bank decided to integrate Solvemate’s chatbot gradually. This way, the team was able to adapt and train the chatbot to their specifications. The handover forms are particularly important to Creditplus. Through the handover forms, customers can provide their data more efficiently and with only one touchpoint, saving the service team’s time.
The bot was gradually promoted via more and more channels, from website to phone and email. The promotion of the bot on all channels was an important step towards an online-first-strategy.

By continuously updating the bot, Creditplus was able to introduce more and more use cases that are now being handled by the chatbot. Solvemate’s upload feature for example simplified the process for identity verification, which in turn simplified the process for customers to make changes to their account.

The bot was used in a major campaign to collect missing core data from their customers. 65k customers were contacted via mail and email. The bot was promoted as a self-service option for providing these missing data. When using the bot, customers were guided through the process of providing all the necessary information in one step. The information was then processed internally, for the most part automatically. During the campaign, the bot sent more than 3150 forms per month. The campaign is now finalised but the self-service option remains on the website. Creditplus is even looking to increase the number of forms filled out through the bot.

In the past, campaigns like this were mainly driven by email and phone and required significantly higher effort from both customers and the support team.

Through the use of dynamic forms, the bot was able to successfully save time and decrease effort for the service team and customers. The campaign was rewarded with an impressive CSAT score of 90%.

In the future Creditplus is looking to increase the level of self-help for customers, especially concerning updating of data.