Case Study: KTC (Krungthai Card) streamlines contact-center service and boosts productivity with Mendix

KTC Thailand Better Enables Employees and Automates Customer Service

KTC (Krungthai Card) is one of Thailand’s largest credit card and personal loan providers, managing over 35 million accounts and operating a 24/7 Contact Center with some 450 active agents handling ~20,000 calls and 9–10,000 new cases daily. After migrating to a new AS/400 core system, agents faced slow, function-driven workflows that required multiple screens and manual processing, causing long handling times, higher training costs, frequent errors, and poor customer experience.

TBN Software used the Mendix low-code platform to rebuild the Contact Center as a process-driven, single-page experience with three dynamic panes and adapters to the AS/400 (plus ~250 APIs) for fast, reliable data access. The solution automated workflows, cut errors and onboarding time, improved transparency and reporting, and delivered a >30% reduction in time-to-productivity; it’s been in production since 2016 and has enabled ongoing digital transformation at KTC.

KTC