A German fintech wanted to create a new product and redesign its operating model. We performed a health check to analyze the ‘as is’ state of its customer service activities.
Challenge: differentiate through CX
The aim was to become a market leader in the fintech space and to differentiate through CX. This included the product, user experience (UX), and customer service.
Solution: end-to-end transformation of customer service
We took a greenfield approach, to reimagine and reinvent the client’s customer service landscape. This included: the sourcing of new tools; the definition and design of future processes; the implementation of a digitalization strategy; the definition and introduction of appropriate KPIs; the creation of a new organizational structure; the evaluation of the current potential within the organization; and support for the recruitment of new talent. In addition, the definition of a Voice of Customer (VoC) strategy to effectively measure customer satisfaction was part of the engagement.
Results: differentiated CX verified by KPIs
The successful reorganization of its customer service operations resulted in increased efficiencies across all CX KPIs. This was driven by the implementation of a new lead management platform, a complete redesign of all customer-facing processes within the website and the (client) app, and the establishment of a strong CX-focused mindset.