Case Study: Creditplus achieves 85%+ CSAT through service automation with Solvemate

How Creditplus achieved 85%+ CSAT through service automation

Creditplus, a specialised consumer credit bank in Stuttgart with 450,000 customers, needed to raise service levels by enabling customers to self-serve, provide correct data in one step, and deliver a consistent omnichannel 24/7 experience. To address these challenges they chose Solvemate and its chatbot solution to guide customers through data collection and reduce manual follow-up.

Solvemate implemented a gradually rolled-out chatbot with configurable handover forms, an upload feature and hands-on onboarding support, and ran a major core-data campaign contacting 65,000 customers. The Solvemate bot now displays 7,000+ solutions per month, sends ~3,150 forms/month, and helped Creditplus achieve 85% overall CSAT (90% in the core-data campaign) while cutting agent time on repetitive requests and improving customer UX.

Creditplus

Charlotte Wisst

Operating Product Manager