Case Study: HengFeng Bank improves customer satisfaction and efficiency with Genesys PureEngage

Hengfeng Bank Co. Ltd. Fast-Growing Bank In China Improves Customer Satisfaction

HengFeng Bank Co. Ltd., a mid‑tier commercial bank in Yantai with 18 branches and more than 300 sub‑branches, faced growing competition from large state banks and internet payment players as customers shifted online. Its legacy voice‑only contact center was unstable and unable to support omnichannel service, so the bank needed to bridge offline and online channels to improve customer experience and drive growth.

HengFeng deployed the Genesys PureEngage omnichannel platform (voice, chat, email, mobile and social), quickly rolling out sites in Yantai and Shanghai. The integrated solution improved stability and agent efficiency—cutting average resolution time by 12 seconds—and delivered measurable customer benefits: CSAT +2% and first‑contact resolution +3%, while enabling online growth without opening new branches.

HengFeng Bank

Tao Liu

Director, Customer Service Department