Head of Customer Service Area Solutions, Tietoevry Create
The challenge
The Customer Service Team wanted a unified system that would make it easier to focus on customer service work and customer interactions by using a single interface for voice, chat contacts and SMS messaging.
This was in line with the Savings Bank's strategy since we also wanted to improve the Savings Bank experience internally by moving from a datacentre-based to a cloud-based Genesys Cloud customer service solution, thus providing more modern tools for customer service, says Anna Carmichael, Digital Development Manager at the Savings Bank. The intention was to build a modern, secure, and constantly updating system for our customer service.
The solution
The Savings Bank selected Tietoevry Create as its cloud migration vendor. Tietoevry had implemented the Savings Bank's previous Genesys customer service solution, which allowed Tietoevry to have a very good understanding of the Savings Bank's needs and industry regulatory requirements.
"We were convinced by Tietoevry Create's expertise and agility as a Genesys Cloud customer service solution provider. The Savings Bank's centralised customer service and internal support roles were increased as planned and the team wanted to be prepared for security threats by ensuring security and service levels. The cloud-based Genesys Cloud was the preferred choice for our ICT department. Of particular importance to us is the fact that the cloud service operates within the EU, has excellent functionality and reliability, and top security. We also had a tight schedule, which Tietoevry was able to meet,"says Anna Carmichael.
Tietoevry Create has solid experience with several customers using Genesys customer service solutions and demanding integrations that are often needed. This enables Tietoevry to implement the best solution to meet each customer's specific needs.
An important part of customisation is the integration between different systems. Many integrations were implemented in Genesys Cloud, both those that already worked in the previous solution and a few new ones. At the same time, the Savings Bank was undergoing a workstation upgrade, which was completed and was one of the drivers that made Genesys Cloud the best choice for the customer service solution.
The partner also enjoyed the implementation project.
"We were excited to start a collaboration that will make the work and lives of bank specialists and Call Center customer service agents easier - a project that is of great importance to the Savings Bank's business. Staying on schedule was extremely important, so it was clear to both parties from the start that new ideas that came along the way would be put on the development list and would only be implemented after the roll-out. Our solid know-how and experience in demanding integrations was put to good use,"says Kristiina Manner, Senior Project Manager at Tietoevry Create.
Genesys Cloud provides a user-friendly view for customer service agents, where all the information needed for customer interaction is in one view, making work more efficient and meaningful.
About the customer
The Savings Bank Group's strategy and shared values guide everything we do. At the core of our strategy is the Savings Bank Experience, which combines digital and personal customer service to create the best customer experience in Finland.
We want to be the most competent and trusted financial partner, which we make possible through our skilled staff.
The Savings Bank Group's values are customer focus, cooperation, responsibility, and performance. We take our responsibility and treat our customers fairly by making saving and spending money familiar. We promote the financial well-being of our corporate customers by being close to the customer.
We have over 1250 savings bank employees in 100 branches around Finland and over 430 000 customers.
One interface for customer service
Genesys Cloud provides a user-friendly view for customer service, where all the information needed for customer interaction is in one view, making work more efficient and meaningful.
Integrations with required systems
Integrations with multiple systems is a requirement of modern customer service. In this project we made integrations with Single Sign-On (SSO), Sympa, Reporting, Fonecta, Authentication, SurveyPal.
Schedule
The schedule was prioritized according to the most important functionalities and for these we reached production on schedule.
Time and money saved
The result is an easy-to-use customer service solution that makes the work of centralised customer service specialists more meaningful and efficient - and saves resources.
Tailored and integrated
An important part of a successful call and chat service was successful integration between the different systems. Reporting provides a lot of important analytics to support both banks and billing.
Keeping to schedule
Although the schedule was tight and changes came along the way, Tietoevry stayed on schedule. The call centre is one of the most important units in the Savings Bank Group and its failure or inoperability would have had an immediate impact on the business.
Project managemen
The work went well, and cooperation was easy and hassle-free. Communication was smooth and the people who were important to the project were only a phone call away. The entire Tietoevry Team was involved in the deployments, and they were determined to see this project go live as planned and on time. The project was challenging because there were several different vendors and sometimes it was difficult to get all the teams to work together or in the right order on the timeline. A few tricky implementations were also discovered during the planning phase, but these were also resolved by Tietoevry's professionals with persistence and patience.
Successful cooperation
Tietoevry Create demonstrated excellent cooperation, which was both professional and flexible. The project success criteria were kept in mind throughout the project. Even in this project, challenges were not avoided, but they were resolved as agreed.
"I have praised the speed and efficiency with which problems were addressed. Solutions were also offered on their own initiative which I really appreciated,"Anna stresses.
There was realism and directness throughout the project.
"Tietoevry has been very firm all along about what the deadlines for implementing functionalities are, so that we stay on schedule. Kristiina, the project manager, was a pleasure to work with. Even though there were many variables in the project and many different parties involved with the integrations, she was on top of things all the time. It created trust,"Anna says.
She adds that the good team spirit of the project team came through in everything they did, and it was also contagious for the Savings Bank Team.
Results from
More meaningful and efficient work.
The new solution is in use in Savings Banks across Finland, so experience has already been gained. There are 1250 users and, despite the high volumes, the system works reliably.
"We receive very few service requests related to how to use new solution. The solution has been found to be useful, easy to use and efficient,"says Anna.
Although the project is over, the work does not end. Over the next few years, the solution will be further developed and AI will be brought in to help. There are already many new ideas.
Tietoevry Create's Customer Service Team can help with all digital customer service projects. Contact Mikko for more insights!
Savings Bank and Tietoevry Create cooperation in brief
- Ongoing partnership for customer service solutions
- Genesys Cloud customer service solution migration from Genesys Engage to Genesys Cloud as a multi-vendor project, project management, configuration, multiple integrations, cloud configuration and maintenance, user trainings
With Genesys Cloud user management in our own hands, we are constantly improving our ability to resolve bank service requests faster and better than ever before. The system has been found to be useful, easy to use and efficient. The new reporting interface has also opened everyone's eyes to how much our customers either call or chat with us.
