Case Study: ModulBank achieves 10-minute response times and streamlined customer support with Dashly

How the customer support is organized in ModulBank and why they aren’t afraid to make promises about the response speed

ModulBank, a bank for small businesses that supports entrepreneurs with banking, accounting and legal services, faced a high volume of customer inquiries and wanted to guarantee fast, reliable responses. To meet that challenge they deployed Dashly’s live chat and messaging tools across their site to offer immediate support and even promise replies within 10 minutes (or a month of service free if they miss the SLA).

Dashly implemented a multi‑channel chat platform with automated routing to department channels, CRM context in the agent view, email and messenger integrations, prioritised channels, and analytics. The solution lets ModulBank process about 200–250 chat requests daily, cut agent context‑switching, monitor response speed and resolution rates, and sustain the 10‑minute reply promise—improving both support speed and quality while giving managers measurable performance data.

ModulBank

Lana

Senior Coaching Manager