Case Study: BMO achieves faster digital issue resolution with Quantum Metric

How BMO reimagined the commercial banking digital client experience

BMO, a financial services provider, wanted to create a more personalized and intuitive digital experience for its commercial banking customers, but its existing analytics tools didn’t provide enough insight into customer behavior or the technical issues driving friction. BMO partnered with Quantum Metric and used its digital analytics platform, including session replay and data capture/visualization, to better understand the commercial banking experience.

With Quantum Metric, BMO could quickly visualize customer journeys, identify technical faults, and quantify frustrations to prioritize fixes. The results included a 90% reduction in time to resolution, a 50% reduction in time to identify frustrations, and the ability to monitor 100,000 sessions daily; BMO also cut the time required to manually tag the site from three months for 10% coverage to automated tagging of nearly 90% in the same period.

BMO

Sean Ellery

Head of Digital and Innovation, Treasury & Payment Solutions