Case Study: de Volksbank achieves rapid customer-satisfaction gains with Verint Systems' Knowledge Management

de Volksbank - Customer Case Study

De Volksbank, a Dutch financial services group, faced the challenge of giving employees consistent, accurate answers across complex banking and insurance products. Staff previously had to consult up to 17 separate systems to gather client information, so the bank developed an in-house client management system to consolidate customer data and interaction history in one place.

To further improve consistency and speed, de Volksbank integrated its client management system with Verint Knowledge Management, enabling one-click access to standardized answers that are linked to each client and automatically filtered by brand and policy. The integration made it easier to retrieve client histories, reduced mistakes, and lifted customer satisfaction dramatically — with significant improvements reported within three weeks.

de Volksbank

Ben Roosenthaler

Product Owner of the CRM System