Case Study: Savings Banks Group modernizes customer service with Tietoevry Create and Genesys Cloud

Savings Banks Group - Customer Case Study

The Savings Banks Group sought to modernize its customer service operations by replacing its outdated datacentre-based system. Their challenge was to unify voice, chat, and SMS communications into a single interface to improve agent efficiency and focus, all while adhering to strict industry regulations. They engaged vendor Tietoevry to implement a new cloud-based solution.

Tietoevry successfully migrated the customer service platform to Genesys Cloud, handling multiple complex integrations with systems for single sign-on, reporting, and authentication. The project was completed on a tight schedule, resulting in a reliable and user-friendly system for over 1,250 users. The solution made work more efficient and meaningful for agents, saved resources, and provided valuable analytics, with very few subsequent service requests related to its use.

Savings Banks Group

Anna Carmichael

Digital Development Manager