Case Study: Leading Multinational Financial Services Corporation achieves #1 customer satisfaction and rapid service scale with eGain

African Bank Becomes #1 in Customer Sat and Gets to “All Agents, All Calls” with eGain Knowledge and AI

A leading multinational financial services provider in Africa with about 50,000 employees set out to become the region’s “go‑to” bank but was stuck at third/fourth in consumer surveys. Facing agile FinTech competition, a fragmented customer‑service landscape of phone and email touchpoints, a dozen legacy systems, heavy dual regulatory requirements, and a constant training treadmill—exacerbated by a large intake of inexperienced staff—the bank aimed to be #1 in customer satisfaction within 18 months while expanding across 11 countries.

The bank implemented eGain Knowledge’s omnichannel knowledge management and AI-driven process guidance to centralize and capture institutional knowledge, simplify processes, and empower agents. Within a year it rose to #1 in consumer surveys, consolidated 27 contact points into two and cut 525 processes to 250, enabled all agents to handle all calls, scaled staff from 80 to 600 with under 1% churn, halved training time, and delivered faster, more consistent service through unified, compliant knowledge.