September 1, 2005
Spanish bank eBankinter and Dutch pension fund ABP started to improve their customer service together with Q-go
eBankinter
Using the most advanced technology has always been a key element in the strategy of Bankinter. From that point of view its not surprising that Bankinter, the sixth biggest bank in Spain, has chosen Q-go to improve the customer care service of its internetbrand eBankinter.com.
Bankinter was created in 1965 as an Industrial and Business Bank. During the 90’s the bank decided to start several distribution channels alternative to the traditional branches like the Telephone Banking, Electronic Banking, Agents Network or Internet. A big step was taken in January 2000 when eBankinter.com was born. eBankinter offers a wide range of financial products and services and many possibilities besides the basic banking transactions.
This value proposal has been extremely well accepted by the customers; today, more than 60% of the transactions are done through remote channels (Internet, Telephone Banking, Electronic Banking, Mobile), Internet being the main one with around 46% of them.
This strategic bet on the online channel will now be greatly reinforced by the implementation of a Virtual Assistant based on the NLP software of Q-go. By doing this, eBankinter is looking for a reduction in the number of calls and emails received in their customer care centers while improving the service quality. As a result of this there must be an increase in the number of online transactions, also one of the main goals of eBankinter.
During the first stage of the project, the Q-go’s Virtual Assistant will be incorporated in the Business area of the site (Empresas Ebankinter) and subsequently the service will also be offered to residential customers.
ABP
ABP is the pension fund for employers and employees in service of the Dutch government and the educational sector. It's one of the strategic goals of ABP to be a more customer based company. Besides the traditional channels –personal contact, correspondence via mail, and telephone support- the internetchannel gets extra attention. With the solutions of Q-go, APB has found a great instrument to reach her targets.
After an evaluation of the suppliers ABP chose the online marketing and self service software of Q-go. In september this solution will be implemented on the internetsite’s www.abp.nl and www.loyalis.nl.
The ABP has to deal with a large amount of lawadjustments the coming months. These adjustments will result in many customer questions. ABP is expected to anticipate on these questions, by giving a quick, clear and correct answer. Due to these circumstances there will new information coming avialable on a daily frequence. With the solutions of Q-go, customers are better supported in their search for this information.
Due this large amount of lawadjustments the expectation is that the total customer contacts will raise firmly. As a result of the usage of Q-go solutions the expectation is to bring down telephonecontacts with a minimum of 5% and the amount of e-mails with 25% after one year. With this in mind and looking at the current figures, 595.000 telephone conversations a year with employees and the 950.000 visits on the website (abp.nl), it is clear that large amounts are at stake.