The Power of One: Unifying Customer Experience Across Channels Qorus-Infosys Finacle Banking Innovation Awards 2024

Concept & Objectives: This project aimed to revolutionize Postbank's customer service and sales approach by leveraging digitalization and gamified experiences. The core concept was to implement a cloud-based platform offering a 360-degree view of each client, combined with powerful automations and engaging game mechanics. Objectives included increased employee efficiency in sales and service, faster response times, a unified service experience across channels, and a more engaged workforce.

Reasons Behind: The banking industry faces fierce competition, and exceptional customer service coupled with strong sales performance is a key differentiator. Postbank recognized the need to modernize outdated processes, empower employees to deliver a seamless experience, and boost employee motivation through gamification.

State of Competition: While many banks are adopting digital tools, Postbank's project stands out for its comprehensiveness. The 360-degree customer view, integrated communication features, and gamified elements are at the forefront of customer relationship management (CRM) technology.

Departments Involved: A successful project of this scale required collaboration across departments and sectors. The implementation involved IT, Customer Service, Sales, Marketing, Human Resources for employee training and many others.

Main Results So Far: The project has demonstrably improved efficiency with automated processes. Employees have a centralized information hub, leading to faster response times and better service. Customers benefit from a consistent, high-quality experience across all touchpoints - physical and also digital. Additionally, gamified functionalities have boosted employee engagement and driven higher sales and improved service metrics. Overall, Postbank has positioned itself as a leader in customer service and sales innovation within the region.