Case Study: Enity Bank Group achieves personalized customer experiences and 20% IT cost savings with Genesys Cloud

Enity drives business growth while personalizing CX and reducing IT costs by 20%

Enity Bank Group, a Nordic mortgage specialist serving customers across Finland, Norway, and Sweden, needed to unify siloed country operations, improve service efficiency, and grow cost-effectively. The company turned to Genesys and its Genesys Cloud CX platform to create one common customer experience platform and a single view of customer journeys.

Genesys implemented a cloud-based, skills-based routing and digital engagement solution with self-service, chat, SMS, and work automation for 150 agents. As a result, Enity reduced average handle time by 54%, lowered inbound calls by 12%, and cut IT costs by 20%, while improving agent efficiency, compliance, and personalization.

Enity Bank Group

Martin Kedbäck

Head of Product Management