CXP Lab partners with a fast-growing digital bank in the Philippines to improve agent productivity and data security using Genesys Cloud CX.
Overview
A fast-growing digital bank in Philippines partnered with CXP Lab for over five years to support its customer experience and data governance initiatives. Before the platform transformation, the bank’s customer support and payment collection teams operated on separate systems that did not communicate. This created operational inefficiencies and made it difficult for teams from managing customer interactions in a single, unified view. This led to three key operational challenges:- Siloed communication channels: Agents switched between telephony systems, social media dashboards, and mobile app chats. This workflow made it difficult for agents to see a customer’s full history across multiple platforms at a glance.
- Fragmented data systems: Support staff used an in-house database, while collection agents used a separate system (CRIF). Consequently, agents could not see if a caller had an overdue payment or a pending support ticket, leading to conversations lacking context.
- Manual processes: The lack of automatic triggers forced agents to manually search for numbers to call. Since the process was slow, it often resulted in missed opportunities to collect payments.
Solution
To overcome these challenges and align with its long-term customer experience strategy, the digital-first bank needed a scalable, unified platform. They partnered with us to implement Genesys Cloud CX. Here’s how it helped:- Connected all channels: We connected Facebook Messenger, Viber, and in-app calling, enabling agents to handle all interactions without leaving a single interface. As the bank scaled and expanded its digital engagement strategy, we introduced additional channels to support evolving customer needs.
- Unified databases: We linked the platform with both the in-house service CRM and the collections system. We also developed mapping logic that automatically matched customer records across platforms. This helped the bank handle different data formats across the two systems. Finally, we built custom pop-up screens that instantly display customer details.
- Automatic call triggers: We helped the bank move from manual dialing to automated workflows using lead upload APIs and rule-based logic. For example, when a “payment overdue” status appears, it automatically triggers a customer call workflow.
- Secure data handling: We built a secure data pipeline to comply with local regulations. The system helped the bank captures call details and recordings and transfer them to a secure S3 storage bucket. This ensured data security without requiring manual agent intervention.
We continue to provide incremental integrations and automation to help the platform comply with ever-evolving regulatory requirements in Philippines. Over time, we rolled out new features in phases as the Neobank scaled its operations and customer engagement requirements.
Impact
Moving to a single, automated system bridged the bank’s disconnected operations and set them up for success. This transformation improved performance in four distinct ways:- Faster agent work: The unified desktop enables agents to handle calls and social media conversations via a single screen. This eliminated app toggling and significantly reduced the time required to solve customer issues.
- Consistent support: A centralized customer view (customer 360) ensures that whether a customer contacts the bank via Facebook, Viber, or the app, the agent sees the exact same details. This unified view improves support quality and makes interactions more seamless across channels.
- Reduced manual effort: Automated call workflows replaced manual dialing, ensuring agents contact customers at the right time. This improves follow-up consistency while reducing operational effort.
Operational agility: Phased feature rollouts allow the bank to introduce new workflows, integrations, and engagement capabilities as they acquire new customers. This enables the platform to continuously support evolving business requirements without operational disruption.