Case Study: SpareBank 1 SR-Bank achieves award-winning customer service with LeadDesk

The recipe that led to victory for SpareBank 1 SR-Bank

SpareBank 1 SR-Bank, the largest bank in the SpareBank 1 Group, needed to manage a growing volume of customer inquiries across phone, chat, email, and office channels while maintaining high service quality. To support this challenge, the bank worked with LeadDesk, using its contact center solution ICC and staffing system ProScheduler to help keep operations stable and efficient.

With LeadDesk’s ICC and ProScheduler in place, SpareBank 1 SR-Bank improved workforce planning, handled fluctuating traffic better, and kept systems stable during a major office move and server transition. The result was stronger customer service performance, including a 50-second reduction in response time, and the bank went on to win the KSindeks 2019 award for best customer service in the banking category.

SpareBank1 SR-Bank

May Bente K. Olsen

Director of Customer Service Private Market