Case Study: SNS Bank achieves rapid customer satisfaction gains and consistent answers with Verint Systems' Knowledge Management

SNS Bank - Customer Case Study

SNS Bank faced a complex customer-service challenge: employees had to consult up to 17 separate systems to answer client questions, which led to inconsistent responses and slow, error-prone service. To improve quality and consistency across its contact centers and branches, SNS consolidated client data into a single in-house client management system but still needed a unified way for staff to find authoritative answers quickly.

SNS integrated Verint Knowledge Management with its client management system, enabling one-click access to pre-filtered, brand-specific knowledge, contact histories, and editable standard answers. The result: faster, more confident employees, consistent responses across channels, and a significant jump in customer satisfaction within three weeks—along with easier retrieval of client histories and sustained quality improvements.

SNS Bank

Ben Roosenthaler

Product Owner of the CRM System