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IBM > 实例探究 > 增强网点外客户体验:釜山银行案例研究
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Busan Bank: Enhancing Customer Experience and Efficiency with Mobile Solutions

技术
  • 平台即服务 (PaaS) - 应用开发平台
  • 机器人 - 轮式机器人
适用行业
  • 金融与保险
  • 零售
用例
  • 减废预测
  • 时间敏感网络
挑战
当釜山银行销售人员进入现场时,他们带来了他们认为需要的所有表格和信息。但如果客户提出了意想不到的问题,员工就必须返回办公室寻找答案。表格也必须带回分行进行处理。这不仅浪费了时间,还给顾客留下了不好的印象。
关于客户
釜山银行总部位于韩国釜山市,通过 250 个分行和庞大的 ATM 网络提供零售银行服务。它拥有超过 3,300 名员工。
解决方案
该银行实施了一个移动开发平台,可以快速、简单地创建和更新高度安全、易于使用的移动应用程序。如今,员工可以使用智能手机访问有关银行服务的全面信息,而且他们在现场使用的表格都是电子化的、实时的。因此,网行外销售与银行网点内的销售一样丰富且具有咨询性。
运营影响
  • The implementation of the mobile development platform has significantly improved the operational efficiency of Busan Bank. Employees no longer waste time searching for information or forms, as everything is readily available on their smartphones. This has not only increased productivity but also enhanced the customer experience, as salespeople can now provide immediate answers and solutions to customers in the field. The electronic and live forms have eliminated the need for physical transportation, further streamlining the process. The bank can now offer a rich and consultative experience to its out-of-branch customers, similar to the service quality within the branches.
数量效益
  • Busan Bank can now develop new mobile applications 30 percent faster than before.
  • Employee productivity has increased by 25 percent due to the availability of information and forms at their fingertips.
  • The bank saves up to USD 500,000 per year by using internal resources to develop new applications.

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