Case Study: Leading Financial Institution achieves improved digital effectiveness and reduced call center volume with Ignite Technologies' BryterCX

Financial Institution Becomes Digitally Effective By Improving Self-serve Options

Leading Financial Institution faced rising costs and poor digital satisfaction because siloed channel data hid cross‑channel customer behavior, forcing customers out of web and mobile channels into branches and contact centers. They engaged Ignite Technologies’ BryterCX team to map journeys across web, mobile, ATM, branch and call center channels and identify where online processes were failing.

Ignite Technologies used the BryterCX journey platform to unify channel data into a single customer view and apply journey science to pinpoint fixes (password resets, recurring transfers, deposit‑hold rules). The work produced measurable impact: a 207% increase in successful online password resets, an 11% initial drop in password‑reset calls and month‑over‑month declines in call volume, while highlighting and reducing large volumes of unnecessary branch and contact‑center visits (e.g., ~10K/month for recurring transfers and ~8K branch +1K call visits tied to deposit holds).