Driving Customer Experience Transformation with Atento - A Case Study with a Leading Financial Institution
In the financial sector, customer experience is a vital component of success. With the ever-increasing competition, institutions must constantly innovate and adapt to meet the changing needs and expectations of their customers. In this article, we share a case study of our collaboration with a leading financial institution and how Atento helped transform their customer care and sales operations.
The Client
Our client is a well-established financial institution with 59 years of tradition in the investment and loan market. They successfully combine the solidity, security, and experience of a traditional bank, the profitability of a broker, and the agility and modernity of a digital bank. However, they were facing challenges related to customer service and portfolio diversification.
Challenges and Objectives
The client did not have a personalized customer service channel to assist with questions related to their products, and their customers had difficulty diversifying their investment portfolios. These challenges were impacting the customer experience, leading to low investment and a low Net Promoter Score (NPS).
The primary objectives were to provide personalized service for portfolio diversification, offer services consistent with the investor's profile, and improve overall customer satisfaction and brand loyalty.
The Atento Solution
Atento implemented a multi-channel service that included telephone (outbound and inbound), email, WhatsApp, video conferencing, and SMS. We provided a team of specialists with CPA20 or CEA certification, trained for humanized and specialized service with excellence. They offered light, personalized guidance according to the investor profile, indicating the best options for their needs.
Results
The transformation of customer care and sales operations led to substantial growth for our client, even amidst the pandemic crisis. They achieved an exceptional NPS of over 90 points, exceeding their expectations in a short period. As of the latest reports, the NPS was still growing, reaching 93.94 in July and 94.17 in August.
Conclusion
Atento's commitment to customer experience transformation is evident in our collaboration with the client. By focusing on personalized service and portfolio diversification, we were able to enhance customer satisfaction and improve the client's NPS significantly.
If you're facing similar challenges in your business and want to learn how Atento can help you transform your customer experience, schedule a free call with us. We're here to help you meet and exceed customer expectations and boost your business performance.
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