Markus Fuhrer
PostFinance
A multi-channel mission
With BSI, PostFinance has implemented a multi-channel CRM to support its business and retail customers and has attained higher first contact resolution (FCR) rates with the BSI Contact Center.
About PostFinance
In addition to being the Number One in payment transactions in Switzerland and one of the leading financial institutions, PostFinance is also one of the industry’s innovation drivers for customer orientation.
«BSI is the hub for the day-to-day work of more than 2,000 users at PostFinance.»
About the project
PostFinance relies on BSI for the customer relationship management of its business and retail customers and in its contact center.
First-class support for business and retail customers
PostFinance uses BSI to provide support to its business and retail customers. Its employees benefit from a 360° customer view, a complete customer history, the integration of important inbound and outbound channels, and the tablet solution for customer reps.
A centralized contact center and improved FCR
All contact channels were integrated into BSI. The process adjustments resulted in quick successes for PostFinance: The 360° view in BSI and the guided processes have helped increase first contact resolution (FCR) to 90%. Training costs have decreased thanks to the clear presentation of complex structures. In addition, the solution displays cross-selling and upselling opportunities for service agents.
«When it comes to CRM, BSI is our partner. I very much value the collaboration and the similarities be-tween our corporate cultures. What we love about BSI is their high degree of solution orientation, un-wavering customer focus, and exceptional attention and transparency at all levels.»
Banking solutions
We understand the processes and regulatory requirements of the banking industry in great detail. It is not without reason that we are the Number One for banks in Switzerland.