Bank
Providing workstation support

As a market leader, the bank wants to offer its employees high-quality user experience, in particular by resolving their incidents on the first contact. Management also wants to digitise the support process to enable users to choose the channel according to their preferences or their work situation, and to be able to extend service hours.

Automation and robotisation represent a major challenge: they enable advisers to be available for the most complex cases and to bring value to users, while making savings.

We have adopted an advisor-centric approach.

Our employees, who are the key players in the service, are at the heart of user satisfaction. Consort Group places them at the heart of its organisation and provides them with all the resources they need to offer users the best possible service: training and ongoing support, management, knowledge base, tools. We also pay close attention to their well-being and professional expectations, and involve them in achieving objectives using innovative incentive methods.

We supported the project to digitise and automate the user experience by providing our expertise and feedback: implementation of a unified multi-channel interface (Teams), design of a digitised pathway with a chatbot as an entry point (Dydu), automated requests (UIpath).

Consort Group is also deploying its “augmented technician” solution: this involves exploiting user knowledge and data on the working environment and making them available to technicians in a specific tool. In this way, our staff can provide a personalised service, a solution at the first point of contact and proactive advice.