Case Study: Banca Progetto improves contact center efficiency and customer experience with Eudata

Improve the efficiency of the Contact center and streamline processes

Banca Progetto, a digital bank focused on families, SMEs, and private customers, wanted to accelerate its digital transformation and improve both customer experience and internal efficiency. To do this, it needed to create a multichannel contact center, simplify complex workflows such as bank transfers, and add new employee support channels. Eudata provided the solution, including its suite with Amazon Connect, Convy AI, and related platform components.

Eudata implemented a cloud-based multichannel contact center for voice, email, and chat, plus an ad hoc platform to streamline internal transfer requests and a WhatsApp chatbot called Sherlock to support agents and intermediaries across key sales phases. The new setup made customer interactions easier to manage, reduced pressure on the call center through IVR and chat deflection, and helped Banca Progetto introduce a new customer experience model in less than three months. According to the case study, the result was a more efficient operation with multiple touchpoints and less complexity for agents.

Banca Progetto

Alessandro La Pergola

Chief Operating Officer