Case Study: Fortune 100 BFSI Company improves customer engagement with Persistent Systems

Significantly Improved Customer Engagement for A Fortune 100 BFSI Company By Equipping Support Agents With Contextual Information In Their Preferred System Of Experience

Persistent Systems helped a Fortune 100 BFSI Company address a major customer service challenge: agents had to search across disparate silos and scattered interfaces to find accurate, contextual information about clients, plans, subscriptions, and contributions. This slowed responses and limited opportunities to engage customers with better financial recommendations. The company used Persistent’s Engage 360 solution to bring needed information into agents’ preferred system of experience.

Persistent Systems implemented Engage 360 to proactively surface conversation-relevant details directly within Salesforce Service Console, including sponsorships, investments, plans, contributions, and more. The solution also added cognitive search features like query auto-suggest, faceted navigation, sorting, and pagination. As a result, the client achieved a 33% reduction in the average time agents spent searching for information, enabling faster responses, stronger customer relationships, better investment outcomes, and improved loyalty.