Case Study: Sparkasse Bank BiH achieves 17% higher first contact resolution with Infobip

Sparkasse Bank BiH boosts first contact resolution by 17% with Infobip

Sparkasse Bank BiH, a respected bank in Bosnia and Herzegovina, faced a challenge with its disconnected communication channels. With voice calls and web chat running on separate systems, agents lacked a complete view of customer interactions, which slowed down support and hindered efficiency. The bank partnered with Infobip to implement a unified cloud contact center platform to consolidate these channels and improve the customer experience.

Infobip's solution provided a single integrated workspace for agents, enabling intelligent routing and giving them full customer context from the start of any interaction. This implementation led to a 17% increase in first-contact resolution and a 4-point rise in their Net Promoter Score (NPS). The bank also saw greater operational efficiency and a significantly improved, more personalized experience for its customers.

Sparkasse Bank BiH

Mirela Kadribašić

Head of Customer Experience Department, Retail and SME Banking Division