Case Study: PostFinance achieves higher first contact resolution with BSI Business Systems Integration AG

PostFinance- Customer Case Study

PostFinance, a leading Swiss financial institution and number one in payment transactions in Switzerland, needed a stronger multi-channel CRM to support both business and retail customers as well as its contact center. The bank wanted to improve customer orientation, streamline service processes, and give employees a better view of customer interactions across channels.

With BSI Business Systems Integration AG, PostFinance implemented BSI for CRM and contact center operations, including a 360° customer view, complete customer history, integrated inbound and outbound channels, and tablet support for customer reps. BSI helped PostFinance raise first contact resolution to 90%, reduce training costs through clearer process guidance, and surface cross-selling and upselling opportunities for service agents.

PostFinance

Markus Fuhrer

Chief Information Officer