Case Study: US Bank achieves omnichannel self-service and lower servicing costs with Wipro

US Bank - Customer Case Study

US Bank, the fifth-largest bank in the US, faced challenges with its outdated online self-service platform. The existing system consisted of multiple applications for different channels, which created an inconsistent customer experience and high servicing costs. The bank also lacked a 360-degree view of customer interactions. To become a more customer-centric, digital institution, US Bank engaged the vendor Wipro for a complete redesign and rebuild of its online self-servicing platform.

Wipro designed and built a new omnichannel servicing platform, known as CCAP, which provided a single, consistent application for online and mobile banking. The solution included a data store to capture all customer interactions for analytics and "next best action" responses. The results for US Bank were significant, including a 34% increase in self-service usage, a 40-55% decrease in branch/voice channel usage for specific tasks, and a 7% decrease in the average cost of the voice channel.

US Bank