Envision
The bank's aspiration to be at the forefront of modern banking required a project that would replace traditional digital communication channels with a more modern, conversational solution that would also allow for automation and enable seamless workflows through a deep integration with the customer relationship management system.
However, it was not just the simple exchange of messages that was required, the bank also longed for a secure space to exchange documents and contracts. In addition, it was important to maintain options for future expansion of the service, such as adding video calling to the service portfolio.
Overall, the vision was to both improve efficiency for staff and provide customers with a modern and up-to-date digital banking experience.
Shape
The integration of SecuChat is perceivable on several of the bank's digital platforms:
From an advisor's perspective, SecuChat has been connected to GKB's core banking system, synchronising customer data. Thanks to the synchronization with the banks Active Directory and Finnova systems conversations and client requests are directly assigned to the right teams and advisors. Another new element is the integration of SecuChat with the CRM system, ensuring that the customer database is automatically updated according to customer interactions and vice versa. This makes it easy for advisors to respond to customer requests without having to monitor multiple systems simultaneously.
From the customer's point of view, SecuChat has been integrated in the to Internet Banking with a customised interface. Customers can here manage their conversations with the bank. When a new conversation is initiated, a chatbot asks about the customer's needs. Based on the answer provided, the conversation is routed to either a personal advisor or a support team to handle the request. In this way, jemmic provides a solution that prioritises and sorts incoming customer requests based on topics and specifics, eliminating low-level triage work for advisors and increasing support efficiency.
Deliver
Bank employees are logged into SecuChat thanks to a single-sign-on integration with the bank's Active Directory (via LDAP protocol). An automatic synchronisation with this directory also automatically ensures that each user is correctly assigned the appropriate roles and functions. Once connected to the bank's IT infrastructure, advisors can conveniently view incoming client requests and manage workload by reassigning conversations to different desks or specific experts, even including (if needed, temporarily) third parties to handle specific questions. For each client, the entire conversation history can be accessed with a few clicks - of course, only to those employees who have been given the appropriate permissions based on pre-defined roles. Agents can also access and leave internal notes to supplement customer communications. These SecuChat contact center features ensure that the workload can be shared and managed within defined teams of employees, providing them with a transparent and efficient tool to collaborate internally to communicate with customers.
