Case Study: ING Direct Canada achieves $400,000 savings and retains over 50% of at‑risk customers with Verint Systems' Impact 360 Speech Analytics

ING Direct Canada - Customer Case Study

ING Direct Canada, a Toronto-based online bank with more than 1.6 million clients and $27 billion in assets, was handling thousands of monthly calls but had only basic call-volume tracking and limited insight into client–agent interactions. The bank needed to understand why customers were calling and identify root causes to improve the customer experience and reduce costs.

Using Verint’s Impact 360 Speech Analytics integrated with their call recordings, ING built category-based reporting and performed deep-dive analyses that uncovered issues such as a failing verbal-password process, buried website information, and inconsistent agent handling. Changes saved $400,000 in year one (quadrupling ROI), reduced call volume by fixing web and process gaps, improved marketing-response measurement, increased retention attempts by 30% within weeks and to 74% within months, and helped retain more than 50% of at-risk customers.

ING Direct Canada

David Archard

Head of Analytics and Quality Assurance