Read the 4-step process for incorporating automation into business processes to improve customer experience and boost operational efficiency.
London, UK, 20th September 2018 – Cross-channel customer engagement platform, Engage Hub has been shortlisted, as a finalist, for the ‘Best Use of Technology in Customer Engagement’ category for the Engage Awards 2018.
The Engage Awards 2018 focus on shining a light on organisational excellence as well as recognising companies that have accomplished significant achievements within the fast evolving customer and employee engagement market. The winner of the “Best Use of Technology in Customer Engagement” will be the organisation that can best demonstrate how its technology has instrumentally advanced customer engagement.
This year’s nomination can, in many ways, be attributed to Engage Hub’s recent partnership with the Bank of Ireland (BOI), where Engage Hub implemented an innovative self-serve journey for customers who wished to activate access to digital banking channels (online & mobile banking).
BOI wanted to deliver a seamless experience to its new current account customers by allowing them to complete a digital activation on-boarding journey in minutes using a combination of SMS and interactive voice response (IVR), without the need to speak with an advisor.
Working with Engage Hub to implement the self-serve journey, the initial focus was placed on New-to-Bank personal current account (PCA) customers and was implemented in February 2018.
Bank of Ireland (BOI) receives around 800 calls per day from customers looking to digitally activate their personal current account. The deployment of the new system reduces the load on advisors, potentially saving a further 900 calls per week into BOI’s call centre, while simultaneously creating the opportunity to improve and streamline critical services for the bank’s entire current account customer base.
Thanks to the success of phase one, BOI are now looking to digitise more of their offerings with Engage Hub and planning a phase two roll out later this month. The success of the partnership is also seen in the results. BOI has noted a 13% increase in the total number of customers activating online banking since this new digital process was put in place with over half (52%) of customers now self-serving and digitally activating without the need to speak to an advisor.
Engage Hub were announced as finalists for the Engage Awards on 17th September 2018. The Engage Awards will take place on 12th November 2018.
About Bank of Ireland
The Bank of Ireland Group is a diversified Financial Services Group. Bank of Ireland, now a subsidiary of Bank of Ireland Group plc, was established in 1783 by Royal Charter. A traditional, relationship-driven retail and commercial bank with a conservative business philosophy, we have a clear and compelling strategy to: transform the bank, serve customers brilliantly and grow sustainable profits with the aim of enabling customers, colleagues and communities to thrive.
About Engage Hub
At Engage Hub, it’s our mission to make sure your business treats your customers as individuals to engage each and every one, so you win them over faster and keep them for longer.
With over 30 years in the business, our services have evolved alongside the needs of our clients, including some of the world’s most successful brands across the financial services, utilities, telecoms, retail and logistics sectors. We understand the challenges you face – from data silos to legacy systems – and have built intelligent, intuitive and effective solutions that work for you.
Our commitment to excellence has helped us build a reputation as the leading global provider of data-driven consumer engagement and customer retention solutions. At a time when brand loyalty is at an all-time low, our data orchestration technology delivers the kind of experiences your customers have now come to expect. So, you can always keep them engaged and happy.