Case Study: Santander Bank achieves a faster, more intuitive customer service journey with Consdata

Santander cuts case handling to 3-4 clicks with Consdata

Santander Bank, a major global financial institution, faced the challenge of simplifying its electronic banking services to provide more intuitive and ergonomic access for its customers. The bank partnered with vendor Consdata to optimize the customer journey by making it easier for users to find and handle their cases while directing them to the most efficient communication channel.

Consdata implemented a new Customer Service Zone application, which serves as a central point for all banking cases. The solution allows customers to find and start handling any case within three to four clicks. This resulted in a more intuitive and structured interface for users, a more coherent configuration system for the bank, and a measurable decrease in call-center calls, particularly for assistance in finding functions and for complaints.

Santander Bank