Case Study: Bank of America achieves real-time, integrated web customer service and faster, lower-cost support with MosaicCRM's NetConnect

Bank of America - Customer Case Study

Bank of America faced slow responses and no web-based, personalized interaction because its Service Log System (SLS) forwarded queries to support groups with delay. The bank needed a highly customized, real-time web-based live help solution tightly integrated with its online banking application and existing CRM to share data across sales, procurement, help desk and back-office processing, and engaged Mosaic CRM with its NetConnect Service Chat to address these needs.

Mosaic CRM implemented the NetConnect Service Chat integrated into Bank of America’s Java/Oracle/WebLogic environment and existing CRM, enabling live web chat and unified, real-time handling of inbound and outbound customer interactions. The solution became part of the bank’s CRM process, allowing queries to be solved online in real time, reducing response times and delivering considerable cost and time savings while enabling data transfer for back-office analysis.

Bank of America