Case Study: UOB achieves faster, branchless digital engagement with Tetherfi’s app-only banking solution

Empowering Branchless Growth Through a Digital-First App-Only Banking Model

UOB, a bank recognized as the Best SME Bank in Asia, faced the challenge of outdated, high-cost voice-based customer service that was slowing its digital growth. To achieve its vision of complete digitalization and branchless banking, UOB partnered with Tetherfi to implement a digital-first solution that could support high-volume, real-time customer engagement without relying on physical branches or legacy infrastructure.

Tetherfi deployed its App-Only Customer Engagement Suite, which provided in-app chat and audio IP communication, intelligent routing, and a unified agent desktop. This solution integrated with the bank's CRM and featured secure call recording. The measurable results for UOB were significant, including an improvement in SLA to 85.7%, a 93.5% chat success rate, and a reduction in contact center costs by eliminating legacy systems, enabling a fully branchless service model.

UOB