Case Study: Global Bank achieves major branch-to-digital migration and reduced teller costs with Ignite Technologies' BryterCX

Global Bank Transforms Service Migration To Handle Costly Customers

Global Bank sought to reduce operational costs while keeping customers satisfied by migrating unnecessary branch visits to digital or self‑service channels. Lacking a holistic, end‑to‑end view of in‑branch behavior across five separate channels, the bank engaged Ignite Technologies and its BryterCX solution to create a single connected view of branch journeys and identify which activities and full visits could be migrated.

Ignite Technologies used BryterCX to visualize complete customer journeys, segment branches by self‑service capability, and tailor migration strategies; the analysis showed about 60% of visits were suitable for migration, frequent customers (<20% of the base) drove >50% of teller interactions and were 4x less likely to use digital channels. The vendor’s implementation delivered branch‑level recommendations, automated journey feeds and KPIs, trained 6+ business units, supported 30+ monthly users, and produced measurable ROI by reducing unnecessary teller load and enabling the bank to focus staff on revenue‑driving visits while tracking customer satisfaction and NPS.