Case Study: BankMobile reduces call volume and boosts customer satisfaction with Ubiquity

Teaching Students to Become Customers for Life

BankMobile, a digital banking division focused on a millennial customer base, faced the challenge of needing to optimize its customer service to increase satisfaction and reduce operating costs, particularly during peak seasons. The bank turned to vendor Ubiquity to deliver a more intuitive and user-friendly customer experience.

Ubiquity implemented a comprehensive solution that included a redesigned IVR system for improved call routing and self-service options, revamped agent training, and performance tracking through their InTouch application. This global operational model substantially reduced costs and drove significant improvements. The results for BankMobile included an 18% increase in first call resolution, a 37% reduction in call volume, and a 46-point boost in their Net Promoter Score, saving the bank over $20 million.

BankMobile

Warren Taylor

Executive Vice President