Key results

• c.£38+ million retail bank revenue impact annually
• Notable NPS increase (~70 -> ~75)
• More than 13,000 named users at peak
• Referred to by the bank as “one of our big guns”, the solution is hailed as one of the most successful third-party solution used within the bank to date

Background

A major UK bank recognised that some branch-based advisers were using their free time to call customers to simply check in with them, advise them how to better use the bank’s services (including ways of saving them money), or invite them into the branch for a chat. However, this adhoc process had some issues:

• Too much time taken to research the customer’s situation
• Lack of adherence to the bank’s contact rules (potentially damaging if customers were on a ‘do not call’ list, or contacted too frequently)
• No record of contact being made or the outcome

How we helped

Davies worked with the bank to utilise available branch advisers’ free time to contact customers at scale. We created an easy-to-use SaaS application, hosted on Davies’ highly secure AWS cloud platform, to help bank advisers manage customer contact in a controlled manner, capturing contact records, and ensuring follow up actions. The solution provides some key benefits:

• Correct prioritisation of contacts maximises benefits of advisers’ time
• Contact ‘hygiene’ rules prevent over-contacting customers
• Facilitates more than 1 million customer conversations annually

Results

• Through collaboration, we were able to reimagine the client’s strategy without high costs
• Increased client engagement
• The client now has a phased modernisation strategy which will unlock value quickly
• The transformation is business-owned rather than IT-led
• Provides similar activity output to that of a sizable contact centre, using available adviser time
• The solution gained national press coverage for how it helped contact vulnerable customers during the pandemic