Case Study: Erste Bank achieves faster, more flexible digital banking services with TeamViewer

Erste Bank reduces average handle time by 35% with TeamViewer

Erste Bank, a major Austrian banking group, sought to enhance its digital customer service by moving beyond traditional branch visits and existing remote support tools. Their challenge was to implement a high-quality, location-independent video advisory service with a more appealing user interface that required no customer downloads, while also replacing an outdated platform for technical support. They partnered with TeamViewer to achieve this.

TeamViewer provided a remote support and video consultation solution that integrated seamlessly into the bank's omnichannel strategy. The implementation included co-browsing technology for visual context and a chatbot feature for handling queries. This allowed Erste Bank to offer a branded, flexible consulting experience from any device. As a result, the bank reduced its Average Handle Time by 35% per service case, significantly increased service quality, and inspired other institutions in its group to adopt TeamViewer.

Erste Bank

Fabian Stenzel

Head of Retail