Case Study: Bank of Oak Ridge reduces call volume and backlog with Engageware Customer Self-Service

Bank of Oak Ridge reduces call volume 20% with Engageware

Bank of Oak Ridge faced overwhelming call volume in its contact center, creating a significant backlog of account maintenance work. The high volume of repetitive inquiries left staff with little time to focus on deepening client relationships. To address this, the bank worked with Engageware to implement its Customer Self-Service solution.

By deploying Engageware's self-service platform, the bank provided clients with 24/7 support across web and mobile channels. This solution led to a more than 20% reduction in daily call volume and a dramatic drop in account maintenance backlog of over 66%. Furthermore, Engageware helped achieve a 64% decrease in technology-related calls, freeing staff for higher-value interactions.

Bank of Oak Ridge