Bank Everbright China is a leading national joint-stock commercial bank in China. The bank focuses on core businesses such as retail finance, corporate finance, and wealth management, with a large customer base and a large-scale business service team.
Amid the digital transformation trend of the financial industry, Bank Everbright continues to advance the intelligent upgrade of its customer service and outbound marketing. The bank needed an intelligent customer service system that meets the strict security and compliance standards of the financial industry and can support a large business scale, in order to overcome the limitations of the traditional service model.
View more casesFour main obstacles Bank Everbright faced in its customer service and digital marketing processes before implementing the Udesk solution.
The traditional manual outbound calling model has limited output capacity and low concurrency. It cannot meet the bank’s need for large-scale marketing outreach, and comes with high labor costs and low customer outreach efficiency, making it unsuitable for executing mass-scale business.
Bank customer data is highly sensitive. The processes of retrieving, transmitting, and storing data on traditional systems contain security gaps, making it difficult to meet the strict data security, business compliance, and quality-inspection traceability requirements of the financial industry.
Internal business systems and customer data channels are fragmented, making information integration difficult. In addition, the consultation, outbound calling, service ticket, and after-sales stages are separated, unable to form a closed business loop and hindering detailed customer operations.
The lack of intelligent quality inspection, real-time monitoring, and data statistics makes agent service quality hard to control uniformly. Business issues cannot be tracked and optimized in a timely manner, resulting in a low overall level of service standardization.
Four solution pillars designed specifically to meet the operational and compliance needs of the banking industry.
To meet Bank Everbright’s large-scale marketing calling needs, Udesk built a stable, high-concurrency outbound calling system. The system supports concurrent operation of multi-channel manual and automated calls, adapts to the bank’s peak business scenarios, significantly saves labor resources, and improves mass outreach efficiency.
In line with the compliance standards of the financial industry, Udesk built a comprehensive security protection system. The system connects securely to the bank’s internal systems and provides full permission control over the retrieval, transmission, and storage of customer data. The entire process is voice-recorded and traceable to avoid the risks of data leakage and compliance violations.
Customer data from multiple channels is integrated to achieve unified and efficient customer-data management and retrieval. A full closed-loop service system is built—covering intelligent distribution, manual service reception, service-ticket routing, issue resolution, and satisfaction follow-ups—to connect all business stages and achieve closed-loop service-process management.
Equipped with exclusive features such as intelligent quality inspection, real-time monitoring, custom service tickets, customer tags, and activity-trail logging. These features adapt to a variety of banking scenarios—including customer service, marketing, quality inspection, and after-sales—achieving standardized service processes and more precise business management.
The tangible impact Bank Everbright experienced after fully implementing the Udesk intelligent customer service platform.
High-concurrency outbound calling capacity supports the bank’s large-scale business execution, drastically improves customer marketing outreach efficiency, reduces manual operating costs, and comprehensively increases mass-business output capacity.
A comprehensive data-security control system and full voice recording fully meet the regulatory requirements of the financial industry, eliminate the risks of data leakage and business violations, and ensure stable and secure business operations.
The closed-loop service process responds to customer requests quickly. Standardized quality inspection and real-time monitoring continuously optimize service quality, effectively increasing customer satisfaction and loyalty.
Unified data integration and full-process business visualization help the bank achieve detailed customer operations and provide accurate data support for business iteration, marketing optimization, and service improvement.
Udesk has long focused on intelligent customer service for the financial industry. Want to get an exclusive financial-industry solution and try the full-featured intelligent customer service platform for free?
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