Case Study: BMTX achieves faster customer support and fewer complaints with Ubiquity

Customer-obsessed digital bank aims for zero complaints

Bmtx Inc., a major digital banking platform, faced the challenge of supporting a high volume of customer engagements across social media and digital channels. Their goals were to drastically improve response times, increase first call resolutions, and reduce customer complaints, all while managing seasonal staffing fluctuations. To meet these objectives, they partnered with vendor Ubiquity for a comprehensive customer experience (CX) program and back-end support.

Ubiquity implemented an all-inclusive CX solution with adaptable service level agreements, providing back-end research and support for all online interactions. This partnership led to a 75% reduction in email response time and a 56% year-over-year reduction in complaints. The program also helped Bmtx achieve a superior 4.5 TrustPilot rating and consistently exceed its high internal quality assurance score goals.

BMTX

Warren Taylor

Co-Founder and Chief Customer Officer