The Future of Banking is Real-Time.

The Future of Banking is Real-Time. Celonis FSI Customer Service & Experience Manager App

Customer service and support teams in banks often struggle with insufficient visibility across channels, activities, and transactions, hindering their ability to gain essential insights into service processes. Without continuous monitoring, banks cannot fully leverage their investments in automation and AI, preventing transformational changes that maximize efficiency and enhance customer experiences.

Support teams frequently become overwhelmed by manual tasks, such as identifying and routing customer requests, which extends resolution times and diverts resources from more valuable activities. This reliance on manual processes increases staffing costs and requires maintaining skill levels to manage these tasks.

To alleviate pressure, banks are increasingly adopting self-service options for common inquiries. However, many customers remain unaware of these options and continue to submit tickets to support teams, further straining resources and reducing overall efficiency.

Celonis FSI Customer Service & Experience Manager by ProcessLab enables banks to optimize their customer service operations for maximum efficiency and superior customer experiences. With complete process visibility, banks can leverage powerful AI-powered insights to boost workforce productivity, enhance self-service capabilities, and continuously drive operational excellence

In this webinar we will show customers how the FSI Customer Service & Experience Manager App can support them improve on the three key areas below:

• Manage Spend
• Self-Service rate
• Utilization of Assignment Teams
• Manage Overtime
• Productivity
• Multihopping​
• First Contact Resolution ​
• Non-Value Adding Cases
• Customer Satisfaction
• SLA Rates​
• Customer Cycle Time​
• Customer Journey Cycle Time

Agenda:

16:00 - 16:05: Webinar Introduction by Thaminne Oliveira, Global Lead of Partnerships at ProcessLab

16:05- 16:20: Introduction to the Use Case & App by Joaquim Nogueira, Global Banking, Solutions Lead, ProcessLab

16:20 - 16:40: Demo by Michael Gledhill, VE ABSA & Standard Bank, Celonis

16:40 - 16:50: Q&A with presenters and audience by Thaminne Oliveira, Global Lead of Partnerships, ProcessLab & Celonis

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