Case Study: KeyBank achieves better merchant services CX and lower costs with Boomtown's OvationCXM

KeyBank lifts NPS scores 60% with Boomtown

KeyBank, a major U.S. bank, faced challenges in providing high-quality service to its small business customers within its merchant services line, leading to dissatisfaction. To address this, KeyBank partnered with vendor Boomtown and its OvationCXM platform to transform its customer experience.

Using Boomtown's no-code journey builder and ecosystem connectors, KeyBank streamlined its operations. The solution delivered significant results, including a 26% reduction in operating costs, a 60% lift in NPS scores, a 75% increase in service visibility, and a 10% increase in revenue, successfully turning a cost center into a profit-driving business line.

KeyBank