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7.000+ solutions displayed per month
85% overall CSAT
90% CSAT in core-data campaign
Creditplus is a highly specialised consumer credit bank based in Stuttgart. It belongs to the French Group Credit Agricole Consumer Finance. The bank has 450,000 customers and 656 employees using three main distribution channels: local branches, merchants and online business.
In banking, data is critical. Banks always need to make sure they gather correct and complete information from their customers. At the same time, customers often fail to provide all necessary information, so customer service teams have to repeatedly contact these customers about missing documents.
The Creditplus customer service team struggled with exactly this problem. In addition, Creditplus seeks to continuously increase their service levels to keep up with an ever-changing market. This includes quick assistance for customers, digitalisation of processes towards self-service and faster processing times. These were among the main reasons they sought to change their customer service strategy to an online-first approach.
Solvemate’s chatbot proved to be the perfect solution for Creditplus. The Solvemate bot provides a 24/7 service experience and can be adjusted to many different use cases. Solvemates’ customer success team onboarded the Creditplus team with a workshop on how to train the chatbot and adjust the handover forms to their needs. Throughout their partnership, both companies were able to gradually build a deep and trustful relationship. This atmosphere of trust encouraged not just the launch of new use cases and projects but Creditplus's feedback has also been helpful in further developing Solvemate’s product.
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.
Since then we noticed the following improvements:
Solutions displayed per month
CSAT in core-data campaign
Forms sent per month
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