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Leading Retail Bank Makes Mobile Pay For Their Customers

技术
  • 分析与建模 - 实时分析
  • 应用基础设施与中间件 - API 集成与管理
适用行业
  • 金融与保险
适用功能
  • 商业运营
服务
  • 软件设计与工程服务
挑战
The bank wanted to create a mobile experience that would make banking convenient, quick, and compelling for their customers. The mobile banking landscape is a competitive and complicated one, with most institutions offering apps, so they had their work cut out for them. Providing a seamless and stable customer experience was paramount. However, a banking app is a complicated beast. Stringent security measures combined with a complicated technical backbone created a plethora of potential fail points. For instance, “mobile unavailable” messages plagued many customers. Because the bank couldn’t reproduce the app failure notifications, they were unable to diagnose the root cause of the issues. As an institution that always puts the customer first, the bank wanted to understand where failures were happening. To monitor the pulse of current performance and address any issues, the team needed real mobile app intelligence. In addition to standard features like Touch ID or Mobile Check Deposit, they also wanted to be at the cutting edge of the industry and deliver the innovations that customers were clamoring for.
关于客户
This retail bank has been a trusted name in banking for over 150 years. With over a thousand branches across several states, it is among the top 15 largest retail banks in the United States. Combining an expert service team, a 24/7 contact center, and robust online offerings, the bank prides itself on providing a top-tier customer experience. To bring their bank firmly into the 21st century, they knew that mobile banking would be a business critical part of their operations.
解决方案
The bank needed a system that would help them better understand and report on their app. They set about their search for a cutting-edge tool that could give them detailed app intelligence while preserving customer privacy. After exhaustive research, they found only a few viable options that would fit their criteria. The ultimate conclusion reached in the decision making process centered on how the different solutions handled exceptions. Apteligent has a unique ability to trace the individual customer journey through the app and flag issues. Handled exceptions allows developers to track error conditions in an app, even if they don’t necessarily cause the app to crash. Using this information, teams could identify users anonymously (and any issues they encountered) without collecting any personally identifiable information. They decided that Apteligent was the right tool to get the job done.
运营影响
  • With Apteligent’s mobile app intelligence data at their fingertips, the help desk specialists are able to provide tailored advice to users facing specific issues.
  • It also gives the bank the ability to proactively contact high-value customers that had bad mobile experiences.
  • Apteligent’s insights have become an integral part of the bank’s weekly customer experience reports. Every day, the team collates customer feedback from the call center, online banking, and the mobile app. Apteligent connect the dots, so that the team can proactively make improvements and improve the customer experience.
数量效益
  • Their app’s overall crash rate has been reduced by 90%.

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