The leader among the banks in the area of natural persons services is in need of quick and adequate analysis of its business processes. They made a decision to ask bank clients for feedback. Previous development company absolutely failed the job. The Bank turned to Fingers for project resuscitation and correcting mistakes.
More than 30 thousand customers visit more than 40 bank branches every day. Even if 1% of this number leaves a review or suggestion - the bank will have to open a new department to handle a large number of applications. Moreover, bank clients have different levels of IT-literacy. Proposed solutions should be as simple and understandable as possible. The process of contact with the tool must be minimized so as not to exacerbate the anger or decrease the desire to share the idea.
To develop and implement a centralized system of electronic customer feedback and suggestions. For customers we develope a tablet application that is installed at the bank's offices in the most visible places in the protected covers. To develop a website with administrative roles for bank management personnel. As a methodical kernel, we develop a comprehensive review analysis for the system, which enables to leave a review in three clicks.
Daily active EARS users across the country is 1000 people. This number corresponds to the number of feedback reviews sent to the bank. One bank employee handles up to 30,000 user reviews monthly. This high efficiency is achieved due to the unique and advanced methodology of feedback processing. More than 100 managerial decisions on the business processes change were made based on EARS analytical reports.
The customer was cautious in estimates and methods of implementation of the project because of the negative experience of cooperation with the previous contractor. Fingers team faced employee concerns over the solution. Nevertheless, we managed to convince the client and begin to develop a complex and exciting system. Implementation of 100+ tablets in all offices of the company assumed risks of poor quality plates, chargers, non-ventilated boxes, etc. Fingers have developed rules for the implementation and maintenance of a large technological fleet, and reduced implementation risks to a minimum. Additionally, many features that simplified the work of the bank were developed: automatic work availability check, employee alerts on the need to pay attention to certain actions of customers, and more.