Case Study: Oakam improves customer self-service and reduces contact centre calls with Inviqa

Oakam cuts contact centre calls by 5% with Inviqa

Inviqa partnered with Oakam, a UK financial lender for the underbanked, to address the challenge of extending its strong offline customer service into the digital space. Oakam needed a mobile application that would empower its customers to better manage their loans and personal finances while on the move, reflecting the high level of support experienced in its physical branches.

Inviqa developed a hybrid mobile app using an iterative approach, which provided customers with full loan visibility, direct messaging with representatives, and a streamlined top-up process. The solution resulted in a 5% reduction in calls to the contact center and was downloaded 12,000 times across Android and iOS within 11 months of launch, successfully meeting both business and customer needs.

Oakam