Case Study: Simple Finance Achieves 90% Faster Case Resolution with Lumoa

A US Challenger Bank Achieved A 90% Reduction In Case Resolution Time That Led To A 20% Increase In Customer Satisfaction

Simple Finance, an American neobank based in Portland, Oregon, wanted to make customer service as simple and helpful as its banking experience. As the company grew, it struggled to turn customer feedback into actionable insights, even though it tracked NPS and real-time CSAT across service interactions. It needed a smarter, easier-to-use way to analyze feedback and uncover the issues most affecting customer satisfaction.

Simple Finance chose Lumoa as its main CX management platform to analyze historical and live customer feedback, integrating it with its surveying tool and Salesforce. With Lumoa, the team identified performance gaps between in-house and outsourced agents, improved training, and reworked case routing for urgent card requests. The results were strong: agent CSAT rose from 77% to 82%, case resolution time dropped by 90% from about 60 hours to 5–6 hours, and customer satisfaction increased by 20%.

Simple Finance

Justin Go

Senior Manager of Customer Operations