Case Study: Leading American Direct Banking and Payment Services Company achieves faster, more consistent email customer service with eGain

A Leading American Direct Banking and Payment Services Company Uses Email Management to Smooth Out Bumps in Online Customer Service

A leading American direct banking and payment services company—operator of one of the largest credit card and ATM networks, serving customers in nearly 200 countries—faced a surge in digital customer inquiries as its customer base grew over 20%. Relying on Outlook to manage more than 70,000 emails per month, response times slipped from hours to days amid seasonal and promotional spikes (up to 700%), prompting goals to respond within 12 hours, improve consistency and accuracy, reduce handle and wrap time, and consolidate backend customer data.

The company deployed eGain Mail, eGain AutoWorkflow, and eGain Data Adapters, adding macros for a 360° customer view, auto-suggestions for likely replies, autoclassification, and supervisor alerts to manage load and SLAs. Without increasing staff, service levels improved from 24 hours to under 8 hours for all customers and under 4 hours for high-value customers; agents cut about 40 seconds from an average 4-minute handle time, smoothing workloads and boosting agent and customer service performance.