Case Study: Credit Suisse achieves a digital-first support experience with Computacenter

Credit Suisse - Customer Case Study

Credit Suisse worked with Computacenter to transform its end user support services as remote working, hybrid work, and pandemic-related demand placed increasing pressure on IT support. The bank needed a more digital-first, consumer-like support experience across channels such as self-service, chat, voice, mobile, and IT cafés, while also improving productivity, service quality, and user satisfaction.

Computacenter helped Credit Suisse deliver an improved support model built around the ServiceNow-based IT Help hub, IT Help Mobile app, automation, endpoint monitoring with Nexthink, virtual advisory, notification hubs, and expanded self-service and on-site support. The results included 1.5 million support interactions, 93% positive satisfaction, 92% five-star ratings, 75% first-contact resolution, 67% remote support volume, and more than 5,000 individual recognition awards, while Gartner peer review data showed costs 15.4% below industry average.

Credit Suisse

Christopher May

Managing Director