Case Study: UBS Card Center improves customer service efficiency with BSI Business Systems Integration AG

UBS Card Center AG - Customer Case Study

UBS Card Center AG faced a challenge in 2005 centered on customer satisfaction. Their process was hindered by departmental silos and multiple individual IT systems, which prevented case workers from providing quick, comprehensive service. To overcome this, they partnered with vendor BSI to implement a new, horizontally-oriented solution, which included a comprehensive CRM system.

BSI implemented a Service-Oriented Architecture (SOA) that integrated all customer data into a single system. This solution provided call center staff with immediate access to all relevant information, enabling them to resolve issues without handoffs. The results for UBS Card Center included reduced overhead costs, increased efficiency, the ability to handle higher call volume with the same resources, and greater customer and employee satisfaction. BSI provided the state-of-the-art technology that was central to this successful business transformation.

UBS Card Center AG

Paul Hess

former CIO