Case Study: BNP Paribas Fortis achieves faster SLAs and streamlined social engagement with CX Social

BNP Paribas Fortis Bank Improves SLAs and Streamlines Social Media Engagement

BNP Paribas Fortis, the Belgian banking group, needed a social media tool that could keep up with rising social data and a growing number of teams handling customer engagement across channels. Its previous tool lacked strong analytics, real-time routing, and support for newer channels, making it harder to manage customer service, marketing, and crisis communication effectively. BNP Paribas Fortis turned to CX Social’s Engagor product to address these increasingly complex social customer care requirements.

CX Social implemented an end-to-end social customer service hub for monitoring, engaging, and reporting across social channels, used by about 50 people on 8 teams. The solution automatically tags and routes inquiries to the right stakeholders in real time, helping BNP Paribas Fortis achieve zero inbox daily, cut costs, improve SLAs, and speed up responses. The bank also reduced average handle time to 10 minutes and created a more streamlined, user-friendly process with better online customer experience.

BNP Paribas Fortis

Aude Bonaert

Head of Social Media