KBZ Bank deployed Sparrow CRM and Genesys PureConnect to unify its 900-agent workforce, manage ticket lifecycles, and automate hardware fault reporting.
Overview
KBZ Bank, Myanmar’s largest privately owned bank, is a leading financial institution driving financial inclusion through digital, mobile-first banking services across the country. It operates a 900-agent contact centre handling customer interactions across voice and web chat channels, along with outbound campaigns. At this scale, the bank faced critical challenges in ticket routing, ATM fault reporting, and agent performance tracking due to disconnected systems and limited automation:- Complex ticket routing across multiple workgroups: Agents operated across multiple workgroups, including contact center teams, backend processing units, and branch staff. This made it difficult to efficiently categorize and route issues. Cases requiring backend processing (No First Time Resolution) lacked automated tracking across systems, making it difficult to consistently enforce Service Level Agreements (SLAs).
- Manual hardware monitoring: When ATMs experienced hardware or network faults, the reporting process relied entirely on manual intervention. This disconnect caused delays in maintenance and increased customer frustration.
- Disconnected agent enablement: The bank lacked a centralized system to train agents and test their knowledge. Without integrated training modules, leadership could not tie agent performance directly to operational KPIs.
Solution
To address the above-mentioned challenges, Customer Experience Lab deployed Sparrow CRM alongside Genesys PureConnect to create a High Availability (HA) workflow orchestration platform. The system was configured to bridge the gap between core banking backend systems and frontline agents.- Unified omnichannel workspace: Genesys PureConnect routing was integrated directly into Sparrow CRM . Agents log in using Single Sign-On (SSO) and can access customer profiles, previous tickets, and the knowledge base in one place. The platform uses role-based access controls to retrieve relevant data from backend systems, ensuring agents only see the information required for efficient and personalized interactions.
- Intelligent ticket orchestration: The ticketing workflow was fully automated. The system automatically logs First Time Resolution (FTR) tickets on the spot. If the issue is not resolved, the system marks it as a No First Time Resolution (NFTR) ticket, assigns an SLA, and routes it to the correct backend team.
- Automated ATM fault ticketing: The bank’s ATM network was integrated directly with Sparrow CRM. When an ATM detects a fault, the system autonomously creates a categorized ticket and assigns it to the ATM support team without human intervention.
- Automated NPS tracking: We implemented the SMS automation system was implemented to trigger customer feedback surveys (NPS survey) across touchpoints. The system helped control when and how SMS surveys are sent, including managing monthly SMS trigger volumes. For example, a survey is automatically sent after an inbound call across selected business units. This helped the bank track performance of the Customer Service Officer (CSO).
Impact
The implementation delivered measurable improvements across operations. By centralizing its operations under an intelligent HA platform, KBZ Bank transformed its contact center into a resilient, highly automated environment.- Uninterrupted business continuity: The dual High Availability deployment of both Genesys and Sparrow CRM ensures continuous agent access and zero downtime for customer service.
- Accelerated issue resolution: Equipping agents with a centralized knowledge base and fully automated FTR workflows significantly reduced handling times and improved support consistency.
- Zero manual reporting delays: Automated ATM alerts eliminated manual reporting, ensuring maintenance teams dispatch immediately to minimize machine downtime.
- Data-driven workforce management: Linking built-in CRM training assessments directly to agent KPIs gives leadership complete visibility into workforce readiness and overall service quality.
KBZ Bank successfully transformed its customer support into a unified, automated system for omnichannel ticketing, hardware monitoring, and agent management.