Case Study: BDO Unibank achieves exceptional customer experience and accurate first-contact resolution with CRMNEXT

BDO Unibank is delivering exceptional customer experience powered by a truly global Banking CRM

BDO Unibank faced fragmented service processes, with over 1,400 sub‑categories and 5,000 solutions, manual searching, multiple siloed systems, long turn‑around times, high dependence on agent expertise, low productivity, lengthy call handling and weak authentication that increased fraud risk. To address these challenges, BDO Unibank engaged CRMNEXT and its digital Banking CRM capabilities, including the Screenflow™ designer and Dynamic Data Leak Protection features.

CRMNEXT delivered an integrated solution—Screenflow™ designer for single‑touch resolutions, an intuitive guided service journey, a global helpdesk, a Dynamic Data Leak Protection (DDLP) widget, real‑time validation integrations and a dynamic solution workbench—resulting in accurate first‑contact resolution, standardized omni‑channel communication, elimination of system hopping, automated work allocation and proactive fraud protection. The platform now serves 1,200+ users across 7 countries with integrations to 10 applications, significantly speeding issue resolution and reducing handoffs and call handling times.

BDO Unibank