Case Study: Digibank India achieves branchless digital growth with Tetherfi's in-app customer engagement solutions

Digibank India reduces contact center costs and scales across 18 markets with Tetherfi

Digibank India, a leading financial services group operating across 18 markets, faced challenges in its digital transformation. The customer sought to reduce its dependency on expensive and outdated traditional voice-assisted services and to grow its branchless banking model. The complexity of managing contact center infrastructure across different countries was also a significant hurdle. To address this, Digibank India partnered with Tetherfi for its in-app customer engagement solutions, including click-to-chat and callback features.

Tetherfi's solution enabled a single agent to handle both voice and chat channels, increasing efficiency. The implementation provided analytics to track chats, callbacks, and handle times, and it improved customer retention by converting dropped chats into scheduled callbacks. The platform proved to be cost-effective and scalable, leading to its deployment in multiple countries including Indonesia and Singapore. Tetherfi's design also helped reduce server costs while supporting the customer's international branch network.

Digibank India