Case Study: Eurobank improves customer service and employee knowledge access with WORKAI

How workai helps one of the largest commercial banks in Poland fulfill its main mission: to provide friendly, easy-to-use banking and customer-oriented, always helpful service

The customer, Eurobank, one of the largest commercial banks in Poland, needed to enhance the quality of its customer service by improving how its 2,600+ employees accessed and shared internal knowledge. Their challenge was to move from a one-way, top-down communication model to a more engaged, bilateral model to build a connected company culture. To address this, they partnered with the vendor Workai to implement its digital workplace and knowledge management platform.

Workai provided a solution featuring an intelligent search, an intuitive drag-and-drop interface, and social tools to crowdsource knowledge. This allowed Eurobank's employees to find information instantly and contribute their own expertise, which strengthened bottom-up communication. The results included more efficient information flow, a better working atmosphere, and higher quality customer service. Employees were perceived by clients as more informed and helpful, and the platform saw high adoption due to its ease of use and reliability.

eurobank

Magdalena Suchanek

Managing Director