Case Study: PostFinance boosts first contact resolution with BSI CRM from BSI Business Systems Integration AG

PostFinance - Customer Case Study

PostFinance, a leading Swiss financial institution, faced challenges with high call volumes and a lack of transparency in its customer interactions. To address this and support its staff, it partnered with vendor BSI Business Systems Integration AG to implement BSI CRM and BSI Contact Center to centralize and improve its customer service operations.

The solution from BSI integrated all contact channels into a single system featuring guided processes and a 360-degree customer view. This implementation led to significant results, including stabilizing reachability at 90% and increasing the first contact resolution rate to 90%. The measurable impact for PostFinance included reduced processing times for staff, lower maintenance costs, improved sales processes, and a reduction in training costs.

PostFinance

Sylvie Meyer

PostFinance