Case Study: ABN AMRO Group achieves seamless, personalized social-media customer engagement with Genesys Customer Experience Platform

Social Media Channel Gives Banking Giant Human Touch

ABN AMRO, the Netherlands’ leading private bank serving millions of customers, faced the challenge of delivering one-to-one, “human” customer service at scale across phone, email, web and rapidly growing social channels. Siloed channel teams and the informal, fast-moving nature of social media risked lost context, inconsistent responses and potential brand damage unless the bank could capture and share customer interactions in a unified way.

ABN AMRO implemented the Genesys Customer Experience Platform and Genesys Social Engagement (including secure “bankmail”) to consolidate voice, email, chat and social workflows so agents see a single customer history and can respond seamlessly across channels. The result: consistent tracking of interactions across major social networks, faster, more personalized service (illustrated by an agent locating and sending a customer’s vintage money box), and improved cross-channel workflow management that protects the brand and raises customer intimacy.

ABN AMRO Group

Eugenie Gijsberts

Business Consultant