Case Study: Financial Services Group achieves 50% cost savings and fastest social response times with Lexer Engage

Customer Care for a large bank At pace Exceeding all KPIs

Financial Services Group, a multi‑billion dollar bank serving over 13 million customers, needed to rapidly replace its incumbent digital customer service provider and roll out a new solution across multiple locations without disrupting service. They engaged Lexer to deliver a fast, multi‑location implementation of its customer care product, Lexer Engage, and to train 60 team members across four offices in three cities under an ASAP deadline.

Lexer decommissioned the incumbent and deployed Lexer Engage across all departments—completing discovery, configuration and in‑person training and transitioning the entire team within 72 hours. The result was a seamless cutover with no service interruption, fastest social media response times in their category, all customer‑service KPIs exceeded, real‑time tagged Command Screens for operational visibility, and an estimated 50% cost saving.