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BDO Uni Bank

Bdo Banner

Results Results

  • 208%

    Increase in lead conversion

  • 40%

    Increase in cross selling

  • 90%

    Reduction in sales tat

  • 370%

    Increase in leads generated

  • 108%

    Increase in response rate

  • 23%

    Increase in campaign frequency

  • 52%

    Improvement in service quality

  • 42%

    Increase in net promoters score

  • 86%

    Improvement in customer loyality index

  • 75%

    bank workspace using CRM for sales

  • 10K +

    Number of daily personalised reports

Highlights Highlights

  • 1200 +

    Users

  • 1100 +

    Branches

  • 7

    Countries (HQ - Philippines)

  • 10+

    Applications Integrated

  • 1400+

    Service categories & sub-categories

  • 5000+

    Solutions

download Success Stories

what was BDO looking for

  • Fully digitalized servicing platform

  • Unified service strategy execution program

  • Reduced turnaround time

  • Lower call handling time

  • Powerful authentication process with dynamic parameters

solutions delivered

  • Dynamic solution workbench

    CRMNEXT delivers a global service desk where any agent can service any type of request. The system automatically presents solutions from a knowledge bank depending on 1400+ categories and subcategories with 5,000+ solutions to aid in a quick resolution. The solution bank is automatically updated and available for future reference creating a self-learning system which helped to significantly reduce service costs.

  • Proactive fraud protection

    Dynamic Data Leak Protection (DDLP) widget automates complex validation models, Subjective DLP (Data Leak Protection) with external support, section-wise authentication and group-wise scoring. This actively helps to prevent fraud and transfers suspicious cases to respective fraud prevention departments.

  • High first contact resolution

    BDO Unibank’s customers can now have their issues accurately and quickly addressed at the first connect itself, thus increasing delight. Service teams can deliver to deliver single-touch resolutions with the help of a ScreenflowTM designer. This results in increased customer delight and advocacy.

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