SIX Payment Services strengthens its customer focus with BSI CRM

Higher quality, fast and efficient service

Product: BSI CRM, BSI Contact Center | Industry: Financial Institutions

Customer focus, digitalized services and uniform processes in payment traffic: SIX Payment Services chooses BSI CRM within the scope of its new, holistic support approach in customer service.

BSI CRM offers standardized, guided processes in the contact center and enables a high-quality, fast and efficient service experience. This should enhance the customer focus and competitiveness.

“With the new contact center solution we are able to transparently look after customers interdepartmentally across all contact channels,” explains Sandro Canneori, Project Manager at SIX.

"With are able to transparently look after customers interdepartmentally across all channels."

Sandro Canneori, Project Manager at SIX

Added value through interdepartmental teamwork

The first implementation phase at the SIX location in Zurich was completed in March 2017. The system will subsequently be continuously expanded until the necessary level of maturity is reached for the planned international rollout at the Vienna, Luxembourg and Warsaw locations.

«We can significantly reduce the training time for new employees.»

Walter Pillittu, Head Customer Service at SIX

“We are replacing the former tools with the new system from BSI. We are bundling all important information in a single, comprehensive solution. This enables us to enhance our customer service and to design it more efficiently”, explained Walter Pillittu, Head Customer Service at SIX Payment Services, who went on to add: “We can also significantly reduce the training time for new employees.”

Highlights

  • 360° customer view
  • Channel integration
  • Flexibly configurable processes
  • Staff is guided step by step through predefined processes
  • Gains in efficiency and quality through uniform processes

More about SIX