Case Study: Krungsri (Thai bank) cuts call-center response time by 83% and doubles sales leads with Facebook

Banking on Facebook for better customer service

Krungsri, Thailand’s fifth-largest bank serving corporate, SME and consumer clients, found customers increasingly using Facebook for information and support and wanted to improve satisfaction by reducing call-center response times and better managing social inquiries.

The bank transformed its Facebook Page into a social CRM with Facebook Marketing Partner Computerlogy—implementing policies, training, escalation processes and tools to triage conversations and analyze engagement. This approach cut call-center response time by 83%, doubled sales leads (2015–16), and raised post engagement to 97%.

Krungsri

Pakamon Tulyapizitchai

SVP and Head of Digital Marketing