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IBM > 实例探究 > 巴克莱银行利用 IBM BPM 解决方案实现卓越服务并加速流程部署
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Barclays Enhances Customer Experience with IBM BPM Solution

技术
  • 分析与建模 - 过程分析
  • 功能应用 - 企业资源规划系统 (ERP)
适用行业
  • 金融与保险
  • 零售
用例
  • 欺诈识别
  • 过程控制与优化
挑战
巴克莱银行需要改善和简化超过 6000 万客户的客户体验
关于客户
巴克莱银行在 50 多个国家/地区开展业务,为全球近 6000 万客户提供银行和金融服务
解决方案
巴克莱银行采用 IBM 业务流程管理 (BPM) 解决方案来创建多次迭代的环境并加速流程部署
运营影响
  • The adoption of the IBM BPM solution has significantly improved Barclays' operational efficiency and customer service. The solution has enabled the bank to assess and build an automated process for reporting lost or stolen debit cards and deploy the same process across different lines of business globally. The bank can now make many iterations and roll out new customer processes much faster, truly offering customer-centric experiences. The solution has also allowed Barclays to analyze 2.2 billion transactions annually for fraud, enabling them to identify the need to cancel payments on the first fraud hit and use SMS to contact the customer in real time. This has put customers in control, allowing them to respond in real time.
数量效益
  • Barclays can now roll out new customer processes 88 percent faster, reducing the time from two years to 13 weeks.
  • Customers can now report lost or stolen debit cards using their preferred channels and receive replacement cards 67 percent faster than before, reducing the wait time from six to two working days.
  • Barclays increased its customer satisfaction around automated, multichannel services from a negative Net Promoter Score (NPS) to an NPS of 70.

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