Case Study: Awash Bank achieves 90%+ customer satisfaction with Exotel

Awash Bank boosts CSAT to 90%+ with Exotel

Awash Bank, Ethiopia's largest private bank, faced significant challenges scaling its customer service operations due to manual processes and a legacy system. This resulted in low customer satisfaction rates of 50-60% and an inability to handle more than 7,000 calls per month. To overcome these systemic roadblocks, the bank partnered with Exotel to implement a modern cloud communication platform.

By deploying Exotel's solution, Awash Bank established a 24/7 omnichannel support system and optimized its IVR and routing. This transformation led to a massive 28x growth in customer contacts, handling over 200,000 calls monthly, and dramatically increased customer satisfaction to above 90%. The implementation by Exotel turned the bank's contact center into a core strategic asset and an industry benchmark.

Awash Bank