Case Study: Berliner Volksbank modernises digital customer advice with Flexperto

Berliner Volksbank - Customer Case Study

Berliner Volksbank wanted to modernize its customer advisory experience while preventing churn to digital-first banks like N26, especially among younger customers. Traditional phone advice lacked the personal feel of in-branch meetings and didn’t allow joint document review, while new offerings like “MeinInvest” were hard to explain without a visual, interactive channel. Flexperto provided a web-based communication platform to support these digital advisory needs.

With Flexperto, Berliner Volksbank introduced online banking consultations via video chat, screen sharing, document collaboration, and e-signature, with no installation required for customers. This gave the bank a more personal digital service model and improved accessibility; the case study reports a significant increase in satisfaction due to greater contact availability, along with reduced churn risk and a more modern brand image.

Berliner Volksbank

Andreas Laule

Chief Executive Officer