Bank of Astithe Cassa di Risparmio founded in the Piedmontese city in 1842 as a charity and which today has 137 branches throughout northern Italy, has entered into a collaboration with Salesforce And PwC Italy to implement a Cloud platform with which to manage interaction with customers.
A latest generation “contact center”, which improves CX
The choice of the bank fell on Service Cloud Voicethe Salesforce solution that integrates the telephone channel with the CRM and transforms the traditional contact center that manages calls into a platform capable of guaranteeing efficiency and effectiveness, maintaining the focus on the Customer Experience.
Among the peculiarities of the solution there is also the possibility of recording the activities carried out by the contact center and the information collected in the customer card, to be immediately available to the managers and representatives of the commercial network, who maintain a central role in the interaction with the customer. ‘external.
«The adoption of this platform is the natural evolution of the digital innovation path undertaken by Banca di Asti and foreseen by our group’s strategic plan – declared Isidoro AlbergucciThe Head of the Institute’s Direct Channels and Communication Service -. It is an important step to prepare ourselves for new challenges with the aim of putting all available technology at the service of the relationship to provide rapid, precise and timely responses to customer requests. Always favoring the human touch and maintaining the centrality of the direct relationship.”
Who’s Who
Isidoro Albergucci
Head of the Direct Channels and Communication Service of Banca di Asti
Banca di Asti’s digital strategy to put the customer at the center
The partnership between Banca di Asti, Salesforce and PwC Italia is a long-standing one. Service Cloud Voice is only the latest solution introduced, previously the Institute had adopted Marketing Cloud, Financial Services Cloud and CRM Analytics.
A new piece has thus been added in the digitalisation path undertaken, which aims to offer a modern, dynamic and proactive customer support service. A strategy, that of Banca di Asti, which starts from data, touches the heart of CRM, exploits the power of digital channels in contacts with customers and which has laid the foundations for seeing new evolutions in the near future with the use of tools of Artificial Intelligence.
The results achieved from the banking institution
Since the launch of the project in July 2023, Banca di Asti has managed over 60 thousand calls with Service Cloud Voice, recording a 12% decrease in average processing time compared to the previous year, with an effective saving of approximately 50 hours per month and a higher user satisfaction.
On the one hand, direct interaction with customers has therefore benefited and, on the other, the management of digital channel assistance services has become more efficient: integration with CRM has improved the operators’ experience , with consequent benefits on the Customer Experience. Furthermore, the possibility for end users to choose their preferred contact method represents an innovative personalized service offered to the Bank’s customers.
